OMF Client Relations Consultant (Volkrust)

Old Mutual Finance (Pty) Ltd; Volksrust; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Old Mutual South Africa is seeking a customer service professional to deliver a positive experience for every client. You will provide product information, process orders, resolve issues, and escalate when needed, while maintaining accurate CRM data.

Strong communication, problem-solving, and relationship-building skills are essential. The role involves proactive customer engagement, upselling where appropriate, and adherence to regulatory and company standards.

Qualifications

• Consultative selling and customer service skills with CRM familiarity.
• Strong understanding of customer service principles and data handling.

Responsibilities

• Provide advanced product/service information.
• Record and process customer orders, selecting the most appropriate approach.
• Resolve customer issues (returns, exchanges, complaints); escalate as needed.
• Make calls to allocated potential customers to develop relationships.
• Provide a first point of contact for resolving customer queries and complaints.
• Enter CRM data after each contact to ensure quality data for retention and business development.
• Interview customers to clarify requirements using a multilevel script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies, procedures and regulatory codes to ensure standards.
• Participate in training and coaching to maintain skills.

Skills

Consultative Selling

Customer Service

CRM Software

Problem Resolution

Relationship Building

Upselling

Probing Questions

Data Management

Education

NQF Level 4 - Grade 12, National or Occupational Certificate or equivalent

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.

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

na 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)

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.

Closing Date 03 November 2026 , 23:59

The Old Mutual Story!

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.