Multiskilled Servicing Consultant- Fixed Term Contract (Cape Town)

Old Mutual South Africa; Cape Town; On-site; ZAR 134,000 - 212,000; Full time

Job summary

Old Mutual South Africa is seeking a call centre professional to deliver a positive customer experience by providing advanced product and service information, processing orders, and resolving issues with strong CRM data hygiene and compliance.

You will develop relationships with customers through calls or in-person interactions, using a multi-level sales script to clarify needs and guide them to the right channels, while maintaining product knowledge and process familiarity.

Qualifications

• Grade 12 Certificate is required.
• A relevant qualification is required.
• Heritage and OMP knowledge including product processes.
• Call Centre experience is preferred.
• Familiarity with Bancs, Bizagi, CMOS, OMUNET, AWD and My Service & My Client.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalates appropriately.
• Make calls to allocated potential customers to develop relationships and resolve queries.
• Enter relevant information into the CRM system after each contact to ensure quality data for retention and development.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer-Focused

CRM Software

Customer Service

Data Management

Upselling

Education

Grade 12 Certificate

Relevant qualification

Heritage and OMP (Product knowledge and Processes)

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; escalates 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
• Relevant qualification
• 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

26 October 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!