Client Relation Consultant (Tembisa Birch Acres Mall)

About the role

Old Mutual is hiring a Client Relation Consultant for its Tembisa Birch Acres Mall branch in Kempton Park. 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 in line with 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.
• Prospect potential customers by phone or in person and act as the 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.
• Deliver exceptional service to existing customers to encourage renewals.
• Follow the organisation's policies, procedures and regulatory codes of conduct.
• Build and maintain technical skills through assessment, training and coaching.

Required profile

• NQF Level 4, Grade 12, school leaving certificate, national or occupational certificate or equivalent.
• Competencies: action oriented, communicates effectively, customer focus, decision quality, accountability, trustworthiness 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