OMF Client Relations Consultant (Bethlehem)

oldmutual; Bethlehem; On-site; ZAR 180,000 - 230,000; Full time

Job summary

Old Mutual is seeking a customer service professional to provide a positive customer experience by being helpful and sensitive to customer needs. You will manage orders, provide product information, and resolve issues while escalating complex cases as required.

The role emphasizes CRM data quality, proactive relationship development, and adherence to company procedures and standards. A focus on customer-centric service and accurate information management is essential.

Qualifications

• Experience in customer service and sales-oriented interactions.
• Ability to manage customer expectations and solutions.
• Proficient in CRM data entry and data quality.
• Comfortable with multilevel sales/scripts to identify needs.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders with appropriate approach.
• Resolve customer issues including returns and complaints; escalate when needed.
• Develop customer relationships and prospect new business calls.
• Enter contact data into the CRM after each interaction.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer-Focused

Customer Relationship Management (CRM)

Education

NQF Level 3 & NQF Level 2

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

• 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.

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 3 & NQF Level 2 - Below school leaving

Closing Date

21 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!