Consultant Customer Care

5 days ago

Pinelands, Northern Territory, Australia Old Mutual Limited Full time $60,000 - $80,000 per year

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

Purpose: Provides 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. Provides specialist product and service knowledge that may lead to sales generation.Responsibilities:Product/Service Information: Provide advanced product/service information and respond to basic customer questions about the product/service.

Customer Order Processing: Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Resolving Customer Issues: Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting: Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data: Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and 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 complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Renewals: Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance: Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Job Requirements:

  • Matric and or equivalent
  • Regulatory Examination (RE)
  • Minimum NQF Level 4 Short Term Insurance
  • 2 - 3 years' Call Center Experience

Competencies:

  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Attention to detail and accuracy.
  • Customer-oriented 
  • Customer-focused with a positive attitude.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.

Critical objectives:

  • Responsible for risk evaluation, pricing and selection / rejection of new and renewal business for all assigned accounts within the portfolio.
  • Continuous improvement to ensure effective service
  • Service delivery to ensure customer satisfaction
  • Cost control and governance adherence
  • Quality people practices

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 OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInterpersonal SavvyManages AmbiguityManages Complexity

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

13 October 2025 , 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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