Customer Resolution Technical Specialist

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!

Job Description

The Customer Resolutions Technical Advisor will be responsible for investigation and resolution of complaints of a technical nature. This will include reviewing damages and assessment reports to make an informed decision on the customers complaint. This role requires an enthusiastic individual who will act with urgency to resolve customer complaints in an efficient and fair manner.

Minimum Qualification Required

1. Grade 12 / SAQA Accredited Equivalent (Essential)
2. VDQ (Vehicle Damage Quantifier) Qualification (Preferred)
3. Mechanical Engineering / Panel beating N2/ N3 level (Advantageous)

Minimum Experience

1. 2 - 4 years’ work experience in the following (Advantageous):
2. Workshop / Motor Industry experience
3. Front line / client relationship experience in a panel beating environment.
4. Experience dealing with technical complaints.
5. Practical panel beating, spray painting, mechanical and electrical experience.
6. Assessing experience at a short-term insurer
7. Estimating in a panel beating environment

Deliverables include, but will not be limited to

1. Effectively manage customer expectations
2. Carrying out both desktop and on-site investigations to assess quality of repairs.
3. Make fair, honest, accurate reasonable cost related decisions also taking the client’s needs into account.
4. Accurate validation of vehicle repairs.
5. Evaluate quality service and turnaround times rendered by Service providers.
6. Dealing with complex queries and investigating and resolving customer complaints.
7. Effectively build, maintain, and manage relationships with service providers and customers.

Competencies Required

1. Strong knowledge of vehicle repairs and insurance industry standards.
2. Excellent communication and negotiation skills.
3. Customer focused
4. Ability to work in a fast-paced environment and meet deadlines.
5. Strong analytical and problem-solving skills.
6. Highly proficient in dealing with customers at all levels
7. Attention to detail
8. Proficient in excel and word
9. Active listening skills
10. Excellent administration skills
11. Must ensure timeous feedback and follow-ups to customers

Knowledge and Skills

1. Customer Service
2. Reporting and Administration
3. Quality, compliance and accreditation
4. Business processes
5. Services knowledge

Personal Attributes

1. Communicates effectively - Contributing dependently
2. Decision quality - Contributing dependently
3. Action orientated - Contributing dependently
4. 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

1. Cultivates innovation - Contributing dependently
2. Customer focus - Contributing dependently
3. Drives results - Contributing dependently
4. Collaborates - Contributing dependently
5. Being resilient - 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: 24 April 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.