Multiskilled Servicing Consultant- Fixed Term Contract (Cape Town)

Old Mutual Limited; Cape Town; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Old Mutual Limited in Cape Town is seeking a call centre professional to deliver a positive customer experience by providing advanced product and service information, processing orders, and resolving issues. You will develop customer relationships, log interactions in the CRM, and ensure data quality for retention and business growth.

The role requires call centre experience, product knowledge, and experience with CRM systems; strong communication and compliance with policies are essential.

Qualifications

• Grade 12 Certificate or equivalent.
• Heritage and OMP product knowledge and processes.
• Call centre experience required.
• Familiar with Bancs, Bizagi, CMOS, OMUNET, AWD, My Service & My Client.

Responsibilities

• Provide advanced product/service information to customers.
• Record and process customer orders using predefined options.
• Respond to basic and advanced customer issues, including returns and complaints.
• Make calls to allocated customers to develop relationships and resolve queries.
• Enter customer interactions into the CRM to ensure data quality for retention and development.
• Interview customers to clarify requirements using a multilevel script.
• Deliver exceptional service to encourage renewals and continued use of products/services.
• Follow policies and procedures and comply with regulatory codes.

Skills

Call centre experience

CRM software

Data management

Customer service

Upselling

Probing questions

Education

Grade 12 Certificate

Matriculation/Matric

Heritage and OMP 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; escal… 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! _