Client Service Consultant (Branch) - OMAO

About the role

Old Mutual is hiring a Client Service Consultant (Branch) in Luderitz, Namibia. The role provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions, including directing customers to the right channel in line with procedural, productivity and quality standards. It requires a good understanding of products and services.

Key responsibilities

• Provide advanced product and service information and supply customers and intermediaries with detailed product and portfolio information.
• Record and process customer orders, choosing the most appropriate approach from predefined options.
• Resolve basic and advanced customer issues such as returns, exchanges and complaints, escalating them appropriately.
• Prospect potential customers by phone or in person, act as first point of contact for queries and complaints, and enter contact details into the CRM system.
• Clarify customer requirements using a multilevel sales script, handle renewals and upsell.
• Process benefit payments promptly within SLA parameters and carry out routine office administrative tasks.
• Manage client information accurately and adhere to procedural and quality standards.
• Meet daily production standards, manage time and tasks, and keep up to date with policies, procedures and regulatory codes through training and coaching.

Required profile

• Namibian citizenship.
• Grade 12 with a minimum of 25 points.
• 1 to 2 years of customer service experience.
• Experience in the local vernacular is an added benefit.

Required skills

• Computer literacy; MS Office package is essential.
• Analytical and client care skills, strong written and verbal communication.
• Ability to meet and exceed business targets consistently and to work under pressure professionally.
• Team building skills and a positive attitude toward customer service and relationship building.