OMF Client Relations Consultant (Volkrust)

oldmutual; Volksrust; On-site; ZAR 150,000 - 210,000; Full time

Job summary

Old Mutual South Africa is seeking a customer service professional to provide excellent service, handle orders, and resolve inquiries. You will manage CRM data, develop customer relationships, and ensure compliance with policies and procedures.

The role emphasizes consultative selling, problem resolution, and proactive engagement with customers to foster loyalty and growth within the organisation.

Qualifications

• Listed skills reflect customer service, CRM, and sales-focused capabilities.
• Experience with handling inquiries, complaints and order processing is expected.
• Familiarity with CRM data entry and customer retention activities.

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; escape appropriately.
• Make calls to allocated potential customers to develop relationships; resolve customer queries and complaints.
• Enter relevant information into the CRM system after each contact with a customer to ensure data quality.
• 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, procedures and regulatory codes to ensure compliant work.
• Develop and maintain excellent process or technical skills through training and coaching.

Skills

Consultative Selling

Complaint Management

Feedback Management

Customer Focus

Customer Service

Service Operations

Customer Understanding

Data Management

Digital Engagement

Sales Opportunities

Probing Questions

Sales Data

Upselling

Strengthening Relationships

Education

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

Tools

CRM Software

Job description

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; escape 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.

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