Client Service Consultant (Branch) (OMAO)

Old Mutual

About the role

Lets Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.Job DescriptionTo 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.ResponsibilitiesProduct/Service InformationProvide advanced product/service information.Customer Order ProcessingRecord and process customer orders, selecting the most appropriate approach based on predefined options.Resolving Customer IssuesRespond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.Customer Relationship Development / ProspectingMake 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) DataEnter 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 ClarificationInterview the customer, following a multilevel sales script, to clarify the customer's requirements.RenewalsProvide exceptional service to customers to encourage continued use of the organization's products/services.Operational ComplianceDevelop 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 BuildingDevelop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.Minimum Requirements...• Namibian citizenship• Grade 12 with a minimum of 25 points• Appropriately 1- 2 years’ customer service experience• Computer literate – MS package is essential• Analytical and client care skills are essential• Strong written and verbal communication skills• Proven ability to meet and exceed tough business targets on a consistent basis• Ability to work under pressure whilst remaining professional• Strong team building skills• A positive attitude and passion for customer service and relationship building• Experience in the local vernacular will be an added benefitJob Specification...• Provide exceptional service to customers to encourage continued use of the organization'sproducts/services.• Supplying Customers and Intermediates with detailed product and portfolio information.• Processing benefit payments promptly within SLA parameters• Conducts routine office administrative tasks, including follow-ups and implementing policy changeswithin SLA parameters.• Accurately managing and administering client information while strictly adhering to procedural andquality standards.• Delivering on daily production standards and adhering to service and quality standards• Taking personal responsibility for service delivery in line with company values.• Effectively managing time, tasks, and maintaining individual output quality• Accountable for service delivery through own efforts• Addressing all queries meticulously, following procedural and quality guidelines.• Develop and maintain excellent process or technical skills by participating in assessmentand development planning activities as well as formal and informal training and coaching.• Develop working knowledge of the organization's policies and procedures and ofregulatory codes and codes of conduct relevant to own work, adhering to mandatoryprocedures to ensure own work is undertaken to the required standards. SkillsConsultative 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, UpsellingCompetenciesAction OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble LearningEducationMatriculation Certificate (Matric)Closing Date02 November 2026 , 23:59The Old Mutual Story!

Requirements

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