Service Centre Consultant – Contact Centre (Fixed-Term Contract Talent Pool)
Advertisement
Old Mutual
📍 Location: Pinelands / Johannesburg
🕐 Job Type: Full-time | Fixed-Term Contract | Talent Pool
👥 Positions: Talent Pool
📌 Job Reference: JR-77117
📅 Closing Date: 20 September 2026 at 23:59
About the Opportunity
Old Mutual is looking for Service Centre Consultants to join OM Bank’s customer service environment. The role focuses on delivering a positive customer experience, resolving queries and complaints, providing product and service information, and guiding customers toward appropriate solutions and digital channels.
Key Responsibilities
- Handle customer queries and provide accurate product and service information.
- Guide customers through relevant processes and banking services.
- Educate customers on the OM Bank mobile app and digital experience.
- Resolve basic and advanced customer issues and escalate exceptions when required.
- Handle complaints, create cases and track their progress across the bank.
- Identify and escalate priority and reportable complaints.
- Provide information on accounts, loans and other banking-related services.
- Use CRM systems to accurately capture customer interactions.
- Ask effective probing questions to understand customer needs and identify root causes.
- Support customer retention and relationship development.
- Identify appropriate sales and service opportunities.
- Maintain compliance with policies, procedures and regulatory requirements.
- Participate in training, coaching and development activities.
- Admin Tourism Service Excellence Ambassador
- Hygiene Technician x3 (FTC) – Anglo American
- Nedbank Client Advisor – Multiple Positions
- Print Room Operator (Production) – Lancet Laboratories
- Cashier: Station Fare Collection – IRPTN
Minimum Requirements
- Matric / NQF Level 4
- At least 6 months’ customer service experience
- Contact Centre experience is preferred.
- Experience in hospitality, retail, banking, financial services, insurance or other high-end service environments is advantageous.
- English language proficiency at CEFR B1
- Digital literacy
- Good typing speed
- Ability to multitask
- Basic credit card knowledge
- Strong attention to detail
- Resilience and tenacity
- Customer service orientation
- Logical and rational thinking
- Problem-solving ability
- Customer service technical expertise
Key Skills
- Customer Service
- Customer Relationship Management
- Complaint Management
- CRM Software
- Consultative Selling
- Customer Feedback Management
- Digital Consumer Engagement
- Data Management
- Identifying Sales Opportunities
- Upselling
- Customer Understanding
- Probing Questions
- Sales Data Management
Competencies
- Action Oriented
- Communicates Effectively
- Customer Focus
- Decision Quality
- Ensures Accountability
- Instills Trust
- Interpersonal Savvy
- Nimble Learning
Important Information
The appointment will be made from the designated group in line with Old Mutual South Africa’s Employment Equity Plan and the requirements of the relevant business unit.
Advertisement
Closing date: 20 September 2026 at 23:59
Job Reference: JR-77117