Client Care Advisor

Guardrisk; Johannesburg; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A leading insurance services provider is looking for a Client Care Advisor in Johannesburg. In this temporary role, you will deliver exceptional service and assist with inbound and outbound calls in the call centre. Ideal candidates will have a Matric, strong customer service skills, and at least one year of relevant experience. This position requires effective communication, attention to detail, and the ability to manage various customer inquiries calmly and professionally. Apply now to join a dynamic team and make impactful contributions.

Qualifications

• Minimum 1 year inbound call centre experience.
• Minimum 1 year administration experience.
• Previous gap cover or medical scheme servicing or administration experience would be advantageous.

Responsibilities

• Receive and manage calls in a professional manner.
• Handle premium and claims queries through the administration system.
• Make outbound calls as necessary and instructed.
• Provide support for overflow inbound emails.
• Ensure high customer service levels with colleagues and customers.

Skills

Excellent verbal communication

Attention to detail

Customer service orientation

Administration skills

Ability to manage difficult customers

Time management

Teamwork

Adaptability

Education

Matric

Customer servicing training or call centre skills

Tools

MS Office

Job description

Introduction

Join our dynamic Admed Client Care team as a Client Care Advisor and play a key role in delivering exceptional service to our clients and partners. This temporary role is ideal for a confident communicator with a passion for people strong administration skills and experience in a client service or call centre environment. If you’re detail‑oriented adaptable and driven to make every customer interaction count we love to hear from you.

Role Purpose

• To service business partners and clients coming into the Admed front office primarily in the inbound and outbound call centre and secondly where capacity constraints require in the mailbox coordinating and the data capturing areas.
• To ensure that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Admed customers.

Duties & Responsibilities

• Receiving of incoming calls into the Admed call centre during office hours in a professional and friendly manner;
• Telephonic membership premium and claims query handling through accessing the Admed administration system;
• Managing of difficult and/or irate callers in a courteous polite and calm manner;
• Where a query cannot be handled from the call centre routing telephonic queries to the relevant back office team members and ensuring that the queries are dealt with in a timely manner;
• Where necessary taking and distributing of messages to relevant team members in a timely manner;
• Making outbound calls from the Admed call centre as–and–when necessary and instructed;
• Ensuring a high level of customer service when liaising with individual and corporate customers intermediaries binder holders and colleagues;
• Where high email volumes necessitate providing support to the mailbox team for overflow inbound emails;
• Assisting with any general and reasonable ad‑hoc administration requests as necessary across the Admed Division;
• Ensuring that the principles of TCF are delivered across every function performed with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post‑sale barriers to change product switch provider submit a claim or make a complaint).

Requirements

Formal Education

• Matric

Technical / Legal Certification

• At a minimum a certificate in customer servicing training or call centre skills AND administration skills
• Computer literate – basic computer skills knowledge and experience specifically in MS Office

Experience

• Minimum 1‑year inbound call centre experience
• Minimum 1‑year administration experience
• Previous gap cover or medical scheme servicing or administration experience would be advantageous

Competencies

• Excellent verbal written and interpersonal communication skills.
• Advantage – ability to speak English and OR Afrikaans fluently
• Ability to professionally manage angry customers listen to customers needs and communicate clearly with customers telephonically.
• Results and solutions driven with a strong sense of responsibility and ownership.
• Discipline reliable and good time management skills
• Strong customer service orientation
• Strong administration skills attention to detail and accurate
• Self-driven with an ability to work independently as well as to function effectively within a team
• The ability to remain interested and focused when repeating information
• Resilience and ability to work under pressure
• Willing to go beyond the normal working day to achieve target service levels
• Quick to learn
• Adaptability and initiative