Multiskilled Servicing Consultant- Fixed Term Contract (Cape Town)

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in Cape Town is recruiting for a call centre role that focuses on delivering a positive customer experience by being helpful and sensitive to needs, managing expectations, and directing customers to the correct channel per procedures.

You will handle information requests, process orders, resolve issues, and build relationships with customers using CRM tools and product knowledge to drive outcomes. The appointment aligns with employment equity plans.

Qualifications

• Grade 12/Matric is required.
• Heritage and OMP product knowledge and processes.
• Call centre experience with product/service understanding.
• Strong customer-facing and data management skills.
• Proficiency with CRM software and related tools.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, choosing the appropriate approach from predefined options.
• Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; elevate as needed.
• Make calls to allocated potential customers to develop relationships and be the first contact for queries.
• Enter information into the CRM after each contact to ensure data quality.
• Interview customers to clarify requirements using a multilevel script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies, procedures, and regulatory codes and adhere to standards.
• Participate in assessment and development planning activities and coaching.

Skills

Customer service

CRM software

Upselling

Consultative selling

Data management

Interpersonal skills

Communication

Education

Grade 12 / Matric

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; elevate 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! Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.