OMF Client Relations Consultant (Bethlehem)

Old Mutual Finance (Pty) Ltd; Bethlehem; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Old Mutual is seeking a customer-focused representative to provide product information, process orders, and resolve customer issues while building strong client relationships. You will use CRM tools to capture interactions, clarify needs with a structured script, and promote ongoing engagement across our financial services offerings.

The role emphasizes service quality, adherence to procedures, and professional development through ongoing training and coaching to support customer retention and

Qualifications

• Experience in customer-facing roles with focus on service quality.
• Ability to handle returns, exchanges, and complaints efficiently.
• Familiarity with CRM systems and data entry best practices.

Responsibilities

• Provide advanced product/service information to customers.
• Record and process orders using predefined options.
• Resolve customer issues and escalate when needed.
• Make calls to allocated potential customers to build relationships.
• Serve as a first point of contact for customer queries and complaints.
• Enter customer interactions into the CRM to ensure data quality for retention and growth.
• Clarify customer requirements using a multilevel sales script.
• Provide exceptional service to encourage continued product usage.
• Follow organizational policies and regulatory codes in daily work.
• Develop and maintain skills through training and coaching.

Skills

Consultative Selling

Customer Service

CRM Software

Customer Feedback Management

Data Management

Upselling

Sales Opportunities

Relationship Building

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

Closing Date 21 October 2026 , 23:59

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.

Appointment

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.