OMF Client Relations Consultant (Volkrust)

Old Mutual South Africa; Volksrust; On-site; ZAR 167,000 - 234,000; Full time

Job summary

Old Mutual South Africa seeks a customer-focused professional to deliver exceptional service and manage customer needs. You will provide information, process orders, handle returns and complaints, and build relationships with potential clients. You will also capture data into the CRM to support retention and growth.

The role requires following a multi-level sales script, adhering to procedures, and ongoing capability development through training and coaching.

Qualifications

• NQF Level 4 or higher is required.
• Experience in customer service or sales is advantageous.
• Ability to follow multilevel sales scripts and adhere to procedures.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders with predefined options.
• Respond to basic and advanced customer issues, including returns and complaints.
• Make calls to develop relationships with allocated potential customers.
• Enter customer data into the CRM after each contact.
• Clarify customer needs using a structured script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies and regulatory codes relevant to work.
• Participate in assessments and training to build capability.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer-Focused

CRM Software

Customer Service

Customer Service Operations

Customer Understanding

Data Management

Digital Consumer Engagement

Identifying Sales Opportunities

Probing Questions

Sales Data Management

Upselling

Education

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

Tools

CRM Software

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; escalates 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

27 September 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!