Multiskilled Servicing Consultant- Fixed Term Contract (Cape Town)

oldmutual; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual in Cape Town is seeking a dedicated call centre agent to deliver a positive customer experience by being helpful and responsive to client needs.

You will provide product information, process orders, resolve issues including returns and complaints, and maintain CRM data while adhering to company procedures and standards.

This role requires Grade 12, call centre experience, and knowledge of Bancs, Bizagi, CMOS, and OMUNET.

Qualifications

• Grade 12 Certificate.
• Heritage and OMP (Product knowledge and Processes).
• Call Centre experience.
• Technical Systems: Bancs, Bizagi, CMOS, OMUNET, AWD, My Service & My Client.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolve basic and advanced customer issues, such as returns, exchanges, and complaints.
• Make calls to allocated potential customers to develop relationships and be first contact for queries.
• Enter relevant information into the CRM system after each contact with a customer.
• Interview the customer to clarify requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies and procedures and comply with codes of conduct.

Skills

CRM Software

Customer Service

Upselling

Data Management

Sales Opportunities

Education

Matric / Grade 12

Heritage and OMP product knowledge

Tools

Bancs

Bizagi

CMOS

OMUNET

AWD

My Service & My Client

Job description

Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

This is a call center role, and you will be responsible to provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities

• Product/Service Information Provide advanced product/service information.
• Customer Order Processing Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolving Customer Issues Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escape appropriately.
• Customer Relationship Development / Prospecting Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
• Renewals Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Personal Capability Building Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education, Skills & Experience Required:

• Grade 12 Certificate
• Heritage and OMP (Product knowledge and Processes).
• Call Centre experience.
• Technical Systems: Bancs, Bizagi, CMOS, OMUNET, AWD, My Service & My Client

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

30 September 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!