Lets 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.

Minimum Requirements:

• Namibian citizenship
• Grade 12 with a minimum of 25 points
• Appropriately 1- 2 years’ customer service experience
• Computer literate – MS package is essential
• Analytical and client care skills are essential
• Strong written and verbal communication skills
• Proven ability to meet and exceed tough business targets on a consistent basis
• Ability to work under pressure whilst remaining professional
• Strong team building skill
• A positive attitude and passion for customer service and relationship building
• Experience in the local vernacular will be an added benefit

Job Description:

• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Supplying Customers and Intermediates with detailed product and portfolio information.
• Processing benefit payments promptly within SLA parameters
• Conducts routine office administrative tasks, including follow-ups and implementing policy changes within SLA parameters.
• Accurately managing and administering client information while strictly adhering to procedural and quality standards.
• Delivering on daily production standards and adhering to service and quality standards
• Taking personal responsibility for service delivery in line with company values.
• Effectively managing time, tasks, and maintaining individual output quality
• Accountable for service delivery through own efforts
• Addressing all queries meticulously, following procedural and quality guidelines.
• 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.
• 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.

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

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

Closing Date

14 July 2026 , 23:59

The Old Mutual Story!