Lets Write Africa's Story Together!

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

Job Description

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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

Provide advanced product/service information.

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

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

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.

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.

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

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

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.

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.

Minimum requirements

Namibian Citizenship.

Grade 12 with a minimum of 25 points.

A tertiary qualification will be advantageous.

Appropriately 1 - 2 years customer service experience.

Good communication and presentation skills.

Computer literate.

Ability to work under pressure whilst still maintaining a professional image.

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 OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent

Closing Date

15 July 2025 , 23:59

The Old Mutual Story!