Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionnaTo 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.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 LearningEducationHigh School (Grade 12)Closing Date22 January 2026, 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.The Old Mutual Story