Client Services Agent

Sanlam; Midrand; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services provider is seeking a customer service representative in Midrand, Gauteng. This role involves handling inbound and outbound communications, ensuring excellent service quality, and providing product information to clients. Applicants should have at least 12 months of call center experience and possess strong communication and problem-solving skills. A Grade 12 certificate is required, and the RE5 qualification is a plus. The position offers an opportunity to grow within the organization while embodying values of service excellence.

Qualifications

• Minimum 12 months Call Centre and administrative experience.
• Minimum 12 months in the STI environment and client services experience.
• RE5 will be an added advantage.

Responsibilities

• Responsible for inbound/outbound telephonic communication with client base.
• Ensures the quality of service exceeds customer expectations.
• Provides accurate product information to clients.

Skills

Customer Service

Active listening skills

Problem-solving skills

Excellent administrative skills

Good communication skills (verbal and written)

Computer literacy

Education

Grade 12/Standard 10/NQF 4

Job description

Overview

Who are we? MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

What will you do?

Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Provides accurate product information to clients in line with standards and protocols.

What will make you successful in this role?

Minimum Qualification Required

• Grade 12/Standard 10/NQF 4

Minimum Experience

• Minimum 12 months Call Centre and administrative experience
• Minimum 12 months in the STI environment and client services experience
• RE5 will be an added advantage

Deliverables

• Quality orientated and organized
• Self-disciplined and Self-motivated
• Analytical and desire to excel.
• Active listening skills
• Problem-solving skills and solution-oriented
• Excellent administrative skills
• Good communication skills (verbal and written)
• Able to work flexible hours
• Customer focused.
• Results and Target driven
• Teamwork and Professionalism
• Flexibility
• Ability to multi-task and cope with pressure
• Excellent attendance record

Competencies

• Computer literacy

Knowledge And Skills

Customer Service

Team Support

Administration

Quality, compliance and accreditation

Personal Attributes

Communicates effectively - Contributing dependently

Decision quality - Contributing dependently

Action orientated - Contributing dependently

Optimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently
• Drives results - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Deadline to apply: 13 January 2025.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.