Multi-Skilled Servicing Consultant

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.

Call Centre Agent providing technical online support to customers using IAM, MYPort, MYService and servicing a loyalty programme.

This is a 12-month fixed-term contract.

Our operational hours are:

Monday to Friday 8am till 6pm and Saturday 8am till 1pm.

• Market the image of Old Mutual by developing a positive relationship with clients and to build trust and understanding.
• Identify process improvements to deliver improved client care and communicate these to the relevant Service Centre Managers.
• Effectively manage any non-conformances.
• Investigate the nature of problems, identify and eliminate the root causes.
• Discuss and report on processes where positive or negative trends have been identified and recommend corrective action to management.
• Make decisions firmly and timeously improving transaction time and perception of service.
• Summarise major issues and take action, which will benefit both the client and the business.
• Identify trends and training needs when required.
• Maintain high level of teamwork to achieve the KPI’s.

• Deals with clients queries via telephone and e‑mail (EMS), live chat and web chat in adherence with productivity standards.
• Finalises call at point of contact where possible.
• Ensures that more complex queries are escalated appropriately (Distinguish between Management and Technical queries).
• Makes outbound calls in accordance with predetermined schedules.

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

• Handles all queries in adherence with procedural and quality standards.

• Matric
• Minimum of 2 years working experience in an inbound call centre environment or similar environment
• Good communication skills, written and verbal (English and one other additional language)
• Must be able to assist with online account administration and maintenance.
• Must be able to do password resets and website navigation
• Must be able to assist with new and existing online applications via IAM process.
• Must be able to register customers on Myporfolio, Myservice
• EMS, AWD, OMUNET, MY Service and Portal product and systems knowledge
• Computer literate - MS suite of products (Excel, Word, Schedule, E-mail, Internet)
• Handling of customers personal information and bank information.
• Strong planning and organising ability
• Ability to work under pressure
• High sense of Client Care
• Adaptability to change
• Good judgement and problem solving skills
• Good Interpersonal skills
• Conflict Handling
• High Energy
• Ability to work both independently and within a team context
• Self motivated
• High attention to detail
• Ability to operate in a repetitive process based environment

• Client Focus
• Gaining Commitment
• Initiating Action
• Ownership
• Technical Knowledge

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

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

Matriculation Certificate (Matric) (Required)

21 February 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!