OMF Client Relations Consultant (Mthatha Plaza)

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

Job summary

Old Mutual South Africa is seeking a customer-focused representative to deliver exceptional service. You will provide detailed product information, process orders, and manage returns and complaints while building relationships with customers.

You will document interactions in the CRM, clarify needs with structured scripts, and ensure adherence to company policies and standards. Training and development support growth within the role.

Qualifications

• Experience in customer service and sales-focused environments.
• Ability to navigate CRM systems and data entry accurately.
• Strong communication and problem-solving skills.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders using predefined options.
• Resolve basic and advanced customer issues, including returns and complaints; escalate as needed.
• Make calls to allocated potential customers to develop relationships.
• Enter information into the CRM after each contact to ensure quality data.
• Interview the customer to clarify requirements using a multilevel sales script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies and procedures and regulatory codes to ensure compliance.
• Develop and maintain skills through training and coaching.

Skills

Consultative Selling

CRM Software

Customer Service

Upselling

Data Management

Customer Understanding

Sales Opportunities

Probing Questions

Complaint Handling

Education

Matriculation Certificate (Matric) (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

• 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 accordingly.
• 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.
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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

Matriculation Certificate (Matric) (Required)

Closing Date

31 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!