Multiskilled Servicing Consultant - Fixed Term (Cape Town)

About the role

Old Mutual is hiring a Multiskilled Servicing Consultant on a fixed-term contract in Cape Town (Pinelands). This is a call centre role where you provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and offering solutions, including directing customers to the right channel in line with procedural, productivity and quality standards. You must have 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 appropriately.
• Prospect potential customers by telephone or in person, act as first point of contact for queries and complaints, and enter contact details into the CRM system.
• 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

• Grade 12 certificate (Matric).
• Heritage and OMP product knowledge and processes.
• Call centre experience.

Required skills

• Technical systems: Bancs, Bizagi, CMOS, OMUNET, AWD, My Service & My Client.
• Consultative selling, customer complaint and feedback management, CRM software, customer service operations, upselling, identifying sales opportunities and probing questions.