OMF Client Relations Consultant ( Mutual Park)

Old Mutual South Africa; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services company in Cape Town seeks customer service representatives to provide exceptional customer experiences. The role includes managing customer relationships, processing orders, and addressing issues. Candidates should have strong consultative selling skills and a good understanding of customer service operations. The position requires NQF Level 2 and Level 3 qualifications. This role contributes to customer satisfaction and retention, involving CRM software for data management.

Qualifications

• Understanding of products and services is essential.
• Must have excellent skills in customer engagement.
• Ability to manage customer expectations professionally.

Responsibilities

• Provide advanced product/service information to customers.
• Record and process customer orders based on predefined options.
• Respond to customer issues such as returns and complaints.
• Make proactive calls to develop customer relationships.
• Enter data into the CRM system after customer interactions.
• Clarify customer's requirements through interviews.
• Encourage continued use of the organization's services.

Skills

Consultative Selling

Customer Complaint Management

Customer Relationship Management (CRM) Software

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

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; escalating 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

29 December 2025, 23:59

Employment Equity Plan: 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!