Service Centre Consultant - Contact Centre (Fixed- Term Contract -Talent Pool)

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To 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.

Responsibilities

Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make 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) Data

Enter 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 Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop 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 Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

The 2 primary responsibilities are as follows:

Manage Query Resolutions

• Provide information on product.

• Guide customers on process.

• Educate customers on digital experience of the Mobile App.

• Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments.

Manage Complaints

• Receive and create a case for complaint from our customer channels.

• Track progress of complaint across the bank.

• Report on all complaints to Customer Committee.

• Identify reportable complaints and escalate priority.

• Ensure regulatory standards.

• Escalate complaints to specialists as is necessary.

Client Defined Services are: 

• Conversations to understand customer needs; then asking questions to ascertain the root cause of the issue or need

• Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Minimum Requirements:

• Matric/NQF Level 4

• Excellent customer service skill with a minimum of 6 months Customer Service experience. (Ideally from hospitality, retail, banking, financial, insurance or high-end service industries) Contact Centre experience preferred.

• English Language Proficiency at Level CEFR B1

• Digital Literacy

• Typing Speed

• Multi-Tasking Ability

• Basic Credit Card Knowledge

• Attention to Detail

• Resilience/Tenacity

• Customer Service Orientation (L3)

• Rational/Logical Thinking

• Problem Solving (L2)

• Technical Expertise (L2): Customer Service

Skills

Consultative 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, Upselling

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Closing Date

29 April 2026 , 23:59

The 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!