Let's Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
In this role, you will 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.
Deliver a seamless, professional, and customer-centric experience across multiple customer touchpoints, ensuring high levels of customer satisfaction and first-contact resolution.
Provide support across multiple products, services, business units, and communication channels, including telephone, email, digital platforms, and face-to-face interactions where required.
Identify customer needs and proactively recommend appropriate products, services, or solutions that add value to the customer while supporting business objectives.
Manage customer cases from initiation to resolution, ensuring accurate tracking, timely updates, and adherence to agreed service level standards.
Build long-term customer relationships by understanding customer needs, resolving concerns effectively, and promoting customer loyalty and retention initiatives.
Identify recurring customer issues, process inefficiencies, and service improvement opportunities. Provide feedback and recommendations to enhance customer experience and operational effectiveness.
Maintain high standards of quality, accuracy, and professionalism in all customer interactions while meeting productivity and service performance targets.
Complete all required administrative activities accurately and within agreed turnaround times, ensuring compliance with operational and regulatory requirements.
Collaborate effectively with internal teams, business partners, and service providers to resolve customer queries and deliver integrated customer solutions.
Achieve individual and team performance metrics, including service levels, quality scores, customer satisfaction measures, sales targets, and operational productivity goals.
Ensure all customer interactions, transactions, and activities comply with applicable regulatory requirements, company policies, governance standards, and risk management practices.
Stay informed of product updates, process changes, market developments, and regulatory requirements to provide accurate and relevant information to customers.
Educate and assist customers in the use of self-service and digital platforms to improve accessibility, efficiency, and customer engagement.
Capture and report customer trends, concerns, and feedback to support business decision-making and continuous improvement initiatives.
Actively participate in team meetings, coaching sessions, and knowledge-sharing activities to support a collaborative and high-performing team environment.
The role may provide support across business areas such as:
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
Action Oriented
Communicates Effectively
Customer Focus
Decision Quality
Ensures Accountability
Instills Trust
Interpersonal Savvy
Nimble Learning
Bachelors Degree (B)
26 October 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!
Old Mutual Limited is a listed company on the Johannesburg Stock Exchange and has secondary listings on the London, Malawi, Namibia and Zimbabwe stock exchanges. As a Pan-African financial services company, we are focused on Africa, her needs and her people.
Together with you, we have educated our children, given more homes warmth and light, empowered small businesses and improved infrastructure in Africa. Our story will continue #WithAfricaForAfrica.
