OMF Client Relation Consultant (Tembisa Birch Acres Mall)

Old Mutual Life Assurance Company (SA) Ltd (PFA); Kempton Park; On-site; ZAR 100,000 - 145,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd (PFA) is seeking a dedicated customer service professional in Gauteng to provide advanced product information, process orders, and resolve issues with empathy. You will use CRM to log interactions and support retention and business development goals.

The role requires a Grade 12/NQF Level 4 credential, strong communication, and a proactive approach to upsell and cross-sell where appropriate, while adhering to policies and regulatory codes.

Qualifications

• NQF Level 4 or equivalent required.
• Grade 12 or equivalent matric certificate.
• Strong communication and customer service skills.
• Ability to upsell and cross-sell where appropriate.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders and manage expectations.
• Respond to customer issues, including returns and complaints; escalate when needed.
• Make calls to allocated potential customers to develop relationships and provide a first point of contact for resolving queries and complaints.
• Enter relevant information into the CRM system after each contact to ensure quality data for retention and business development.
• Interview the customer following a multilevel sales script to clarify requirements.
• Provide exceptional service to encourage continued use of products/services.
• Develop working knowledge of policies, procedures and regulatory codes of conduct relevant to own work and adhere to mandatory procedures.
• Develop and maintain process or technical skills through training and coaching.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer-Focused

Customer Relationship Management (CRM)

Customer Service

Customer Service Operations

Customer Understanding

Data Management

Digital Consumer Engagement

Identifying Sales Opportunities

Probing Questions

Sales Data Management

Strengthening Customer Relationships

Upselling

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent (Required)

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.

Job Description

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

• 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; upscale appropriately.
• 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.
• 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.
• Interview the customer, following a multilevel sales script, to clarify the customer's requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• 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.
• 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.

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

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent (Required)

Closing Date

03 November 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!