OMF Client Relations Consultant ( Mtuba Mall

Job Summary

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.

• 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, and appropriately raise them for resolution.
• Make telephone or in‑person calls to allocated potential customers to develop relationships; serve as the first point of contact for resolving queries and complaints.
• Enter relevant information into the CRM system after each customer contact to maintain quality data for retention and business development activities.
• Interview customers following a multi‑level sales script to clarify their requirements.
• Provide exceptional service to encourage continued use of the organization’s products/services (renewals).
• Develop a working knowledge of the organization’s policies, procedures and relevant regulatory codes, and adhere to mandatory procedures to meet required standards.
• Participate in assessment, development planning, formal and informal training and coaching to maintain excellent process or technical skills.

• Consultative selling
• Customer complaint & feedback management
• Customer‑focused service delivery
• CRM software utilisation
• Customer service operations
• Customer understanding and needs clarification
• Data management and sales data analysis
• Digital consumer engagement
• Identifying sales opportunities and upselling
• Probing questions and probing techniques
• Strengthening customer relationships
• Action orientation and decision quality
• Effective communication and interpersonal savvy
• Accountability, nimble learning and trust‑instilling behaviours

• Minimum education:
  
  NQF Level 2 – below school leaving (or equivalent). Additional education will be considered an advantage.
• Relevant experience in customer service or sales roles is desirable.

Closing Date: 25 June 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.