Retention Consultant

Lets Write Africas Story Together!

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

Job Description

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Provides 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. Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities

Product / Service Information

Provide advanced product / service information and respond to basic customer questions about the product / service.

Customer Order Processing

Record and process custom / special customer orders often dealing with ambiguous delivery expectations.

Resolving Customer Issues

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and 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 complex multilevel sales script to clarify the customers requirements or assist in conducting interviews with potential customers making detailed notes to collect client requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organizations products / services.

Operational Compliance

Develop knowledge and understanding of the organizations policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology external regulation and industry best practices through ongoing education attending conferences and reading specialist media.

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

Interpersonal Savvy

Manages Ambiguity

Manages Complexity

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

05 September 2025 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!

Required Experience :

Contract

Key Skills

Criminal Justice,Cost Accounting,Elevator Maintenance,Airport,Jboss,Brand

Employment Type : Full-Time

Experience : years

Vacancy : 1