Client Relations Consultant (Kimberley Diamond Pavilion)

About the role

Old Mutual is hiring a Client Relations Consultant for its Kimberley Diamond Pavilion branch. The role provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and offering solutions, including directing customers to the right channel while following procedural, productivity and quality standards. It requires a good understanding of the products and services.

Key responsibilities

• Provide advanced product and service information.
• Record and process customer orders, choosing the most appropriate approach from predefined options.
• Resolve basic and advanced customer issues such as returns, exchanges and complaints, escalating them appropriately.
• Call potential customers by telephone or in person to build relationships and act as first point of contact for queries and complaints.
• Enter contact details into the CRM system after each customer interaction.
• Interview customers using a multilevel sales script to clarify their requirements.
• Renew customers' use of the organisation's products and services.
• Follow the organisation's policies, procedures and regulatory codes of conduct.
• Take part in assessment, development planning and training to build technical skills.

Required profile

• NQF Level 3 and NQF Level 2 qualifications (below school-leaving).
• Competencies: action oriented, communicates effectively, customer focus, decision quality, accountability, trust and interpersonal savviness.

Required skills

• Consultative selling and probing questions
• Customer complaint and feedback management
• Customer relationship management (CRM) software
• Sales data management and upselling