Customer Experience Specialist

4 days ago


Randburg, Gauteng, South Africa Old Mutual South Africa Full time
Africa's Future Starts Here
We are a firm believer in the African opportunity and our diverse talent reflects this.

About the Position
This role involves providing positive customer experiences by being responsive to customer needs, managing expectations, and delivering solutions in line with procedural, productivity, and quality standards.

Main Responsibilities
  1. Product Knowledge: Provide advanced product knowledge to customers.
  2. Order Handling: Process customer orders based on predefined options.
  3. Issue Resolution: Address basic and advanced customer issues such as returns, exchanges, and complaints, escalating when necessary.
  4. Relationship Building: Develop relationships with potential customers through calls or in-person interactions.
  5. CRC Data Management: Enter relevant customer information into the CRM system for effective data management.
  6. Needs Analysis: Use a multilevel sales script to clarify customer requirements.
  7. Retention Strategies: Deliver exceptional service to customers to encourage continued use of our products/services.
  8. Compliance: Develop knowledge of our policies, procedures, regulatory codes, and conduct standards, ensuring adherence to mandatory procedures.
  9. Skill Enhancement: Develop excellent process or technical skills through training, coaching, and development activities.

Key Competencies

Technical Requirements:

  1. Action Oriented
  2. Effective Communication
  3. Customer Centricity
  4. Sound Decision Making
  5. Accountability
  6. Trust Building
  7. Social Awareness
  8. Adaptability


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