Client Care & Service Admin Specialist

Momentum; Sandton; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Momentum in Sandton is seeking an experienced administrator to provide quick and accurate support to the client service area, ensuring responses meet service levels and regulatory requirements.

You will handle telephonic and electronic enquiries, update client records, prepare documentation, and help deliver a seamless, first-call resolution with professional, compliant service across internal and external stakeholders.

Qualifications

• Matric or equivalent.
• Minimum of 4 years' Employee benefits experience.
• Extensive industry knowledge and product knowledge as well as relevant legislation.

Responsibilities

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement (48Hrs) and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Acknowledge receipt of emails timeously and provide detailed feedback to ensure a one stop service delivery.
• Provide clients with the relevant information and documentation as required in line with policy guidelines, e.g., Documentation for employee access.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation is completed accurately and correctly as per departmental guidelines to meet client needs.
• Effectively utilise IT systems to ensure accuracy of documentation.
• Adhere to legislative / compliance requirements in the service process/ training on updates provided by L&D
• Identify and report process and system failures and enhancements to improve client experience.
• Deal promptly with client requests in a competent, efficient and professional manner.
• Collaborate and partner with team members to drive and support effective teamwork.

Skills

Industry knowledge

Product knowledge

Legislation knowledge

Education

Matric or equivalent

Job description

Momentum in Sandton is seeking an experienced administrator to provide quick and accurate support to the client service area, ensuring responses meet service levels and regulatory requirements.

You will handle telephonic and electronic enquiries, update client records, prepare documentation, and help deliver a seamless, first-call resolution with professional, compliant service across internal and external stakeholders.