Client Relations Consultant – Mtuba Mall

About the role

The Client Relations Consultant will be the first point of contact for customers at Mtuba Mall, delivering a positive experience by understanding needs, providing solutions and guiding them to the appropriate channels. This role combines product knowledge, sales prospecting and strong relationship management.

Key responsibilities

• Provide advanced information on Old Mutual products and services.
• Record and process customer orders, selecting the most suitable approach.
• Handle basic and advanced customer issues, including returns, exchanges and complaints, escalating when necessary.
• Prospect and develop relationships with potential customers through calls and in‑person visits.
• Enter accurate data into the CRM system after each interaction.
• Interview customers using a multilevel sales script to clarify requirements.
• Deliver exceptional service to encourage renewals and continued product use.
• Follow organisational policies, regulatory codes and operational procedures.
• Participate in training and coaching to maintain and improve technical skills.

Required profile

• Good understanding of Old Mutual’s product portfolio.
• Strong communication and interpersonal skills.
• Ability to manage customer expectations and provide timely solutions.
• Attention to detail when entering data into CRM.
• Willingness to adhere to compliance and quality standards.

Required skills

• CRM software
• Data management