Customer Relations Officer - Randburg

Placements24; Randburg; On-site; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Medical aid

Life insurance

Retirement savings plan

Training & development

Staff discounts

Wellness programs

Job summary

Placements24 in Randburg, South Africa, seeks an experienced Customer Relations Officer to manage client relationships within an insurance context. You will address inquiries, advise on insurance products, and resolve complex issues with empathy and professionalism.

Role requires strong communication, CRM skills, and the ability to de-escalate challenging conversations while maintaining accurate client records. The position offers a stable environment with opportunities for development.

Qualifications

• Experience in a customer-facing role in insurance/financial services.
• Excellent communication and negotiation skills.
• CRM proficiency and use of business applications.
• Ability to de-escalate difficult conversations.
• Detail-oriented with accurate record-keeping.
• Ability to work independently and in a team.
• Professional demeanor and strong work ethic.

Responsibilities

• Serve as primary contact for clients regarding policies, claims, and services.
• Resolve complex customer issues and escalate when needed.
• Build and maintain long-lasting client relationships through proactive communication.
• Provide expert advice on insurance products and services.
• Process policy changes and claims updates accurately.
• Conduct client needs assessments to ensure adequate coverage.
• Collaborate with internal departments to ensure seamless service delivery.
• Maintain detailed client records in the CRM system.
• Identify opportunities to improve customer service processes and engagement.
• Represent the company professionally in all client interactions.

Skills

Customer service

Interpersonal communication

CRM proficiency

Problem resolution

Policy & claims guidance

De-escalation skills

Time management

Education

Industry certifications (insurance/financial services)

Tools

CRM software

Job description

About the Role

Our client, a reputable insurance provider, is seeking an experienced Customer Relations Officer to join their team in Randburg, Gauteng . This role is essential for managing and enhancing client relationships, resolving complex inquiries, and ensuring a high level of customer satisfaction. You will act as a key point of contact for clients, providing expert advice, support, and problem resolution. The ideal candidate possesses exceptional interpersonal skills, a deep understanding of customer service principles, and the ability to navigate challenging situations with professionalism and empathy. Join a stable organization dedicated to client success and employee development.

Key Responsibilities

• Serve as a primary contact for clients, addressing inquiries regarding policies, claims, and services.
• Resolve complex customer complaints and issues in a timely and effective manner, escalating when necessary.
• Build and maintain strong, long-lasting client relationships through proactive communication and engagement.
• Provide expert advice and guidance on insurance products and services.
• Process policy changes, claims updates, and other administrative tasks accurately.
• Conduct client needs assessments to ensure they are adequately covered and satisfied.
• Collaborate with internal departments to ensure seamless service delivery and issue resolution.
• Maintain detailed client records and update information in the CRM system promptly.
• Identify opportunities to improve customer service processes and client engagement strategies.
• Represent the company professionally in all client interactions.

Requirements

• Proven experience as a Customer Relations Officer, Account Manager, or similar client-facing role, preferably in the financial services or insurance sector.
• Excellent communication, negotiation, and interpersonal skills.
• Strong understanding of customer service principles and client relationship management.
• Ability to handle difficult conversations and de-escalate tense situations effectively.
• Proficiency in using CRM software and other relevant business applications.
• Strong organizational skills and the ability to manage multiple client accounts and tasks.
• Detail-oriented with a commitment to accuracy in record-keeping and processing.
• Relevant industry certifications or qualifications are a plus.
• Ability to work independently and as part of a cohesive team.
• A professional demeanor and a strong work ethic.

Benefits

Our client offers a competitive salary package, including potential performance bonuses. Employees are provided with comprehensive medical aid and life insurance benefits, along with a retirement savings plan. Opportunities for professional development and career advancement are actively encouraged through training programs and workshops. You will work in a supportive and professional office environment. Additional benefits may include staff discounts on company products and access to wellness programs.