Retention Consultant
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
naProvides 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 UpsellingCompetencies
Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInterpersonal SavvyManages AmbiguityManages ComplexityEducation
NQF Level 3 & NQF Level 2 - Below school leavingClosing Date
05 September 2025 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!
Required Experience:
Contract
Key Skills
- Criminal Justice
- Cost Accounting
- Elevator Maintenance
- Airport
- Jboss
- Brand
About Company
Old Mutual offers a wide range of life insurance products, car and home insurance, personal loans, and investment, corporate and financial planning solutions.
