OMF Client Relations Consultant (Mkhuhlu)

Old Mutual South Africa; Hazyview; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Old Mutual South Africa is seeking a motivated customer service professional to provide expert product information, process orders, and resolve issues while building strong customer relationships. The role emphasizes CRM data quality, proactive outreach, and compliance with company policies.

Training and personal development are supported as part of ongoing capability building. The position involves direct customer interaction, inquiry handling, and opportunities to upsell, with a focus on

Qualifications

• Experience in customer service or sales roles.
• Ability to handle returns, exchanges and complaints.
• Excellent data entry and CRM usage.
• Strong communication and relationship-building skills.
• Goal oriented with upselling capability.

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; escalate appropriately.
• Make calls to allocated potential customers to develop relationships and be the first contact for queries.
• Enter relevant information into the CRM after each contact to ensure quality data for retention and development.
• Interview the customer to clarify requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of company policies and regulatory codes and ensure compliance in own work.
• Develop and maintain excellent process or technical skills through training and coaching.

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

Closing Date

10 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!