OMF Client Relations Consultant (Howick)

Old Mutual Life Assurance Company (SA) Ltd (PFA); Howick; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd (PFA) in Howick, KwaZulu-Natal, seeks a customer-focused professional to provide a positive experience by understanding needs, giving solutions, and directing customers to appropriate channels while adhering to standards. You will manage orders, resolve issues, and build lasting relationships using CRM data.

You will engage in proactive relationship development, ensure data quality for retention, and continually develop skills through training to

Qualifications

• Experience in customer service and relationship building.
• Ability to record and process customer orders based on predefined options.
• Respond to customer issues including returns, exchanges and complaints.
• Develop customer relationships through calls or in-person meetings to resolve queries.
• Enter relevant information into the CRM after each contact to ensure quality data for retention and business development.
• Interview customers to clarify requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services (renewals).
• Understand the organization’s policies and regulatory codes relevant to the role.
• Engage in training and coaching to build capability.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach based on predefined options.
• Resolve customer issues such as returns, exchanges and complaints; escalate where needed.
• Make calls to develop relationships and be the first contact for queries.
• Enter CRM data after each contact to ensure quality data for retention and business development.
• Interview customers to clarify requirements using a multilevel sales script.
• Provide exceptional renewals service to encourage continued use of products/services.
• Adhere to organizational policies and regulatory codes to ensure compliance.
• Develop and maintain skills through training and coaching.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer Focus

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

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; escape 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

11 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!