Customer Service Manager - Insurance Claims

Placements24; Soweto; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Medical aid

Retirement annuity

Annual leave

Hybrid work model

Job summary

Placements24 is seeking an experienced Customer Service Manager to lead the claims support team in Soweto. The hybrid role combines in-office leadership with remote flexibility, focusing on delivering an exceptional customer experience during stressful times.

You will manage a team, implement service standards, resolve complex issues, and drive continuous improvements in service delivery to strengthen customer loyalty in the Soweto region.

Qualifications

• Minimum of 4 years in customer service management, preferably in insurance.
• Proven ability to lead and develop a team.
• Strong understanding of insurance claims processes and common inquiries.
• Ability to work effectively in a hybrid office/remote environment.

Responsibilities

• Lead, train, and motivate a team handling insurance claims inquiries.
• Develop strategies to enhance customer satisfaction and retention.
• Establish and monitor KPIs for the customer service team.
• Handle escalated complaints with timely resolutions.
• Ensure adherence to policies and regulatory requirements.
• Collaborate with claims, underwriting, and sales for seamless journeys.
• Identify service improvement opportunities and implement changes.
• Conduct regular performance reviews and provide feedback.
• Maintain understanding of insurance products and claims processes.

Skills

Leadership

Customer focus

Communication

Problem solving

Empathy

CRM systems

Tools

CRM software

Office software

Job description

About the Role

Our client, a reputable insurer known for its customer‑centric approach, is looking for an experienced and empathetic Customer Service Manager to lead their claims support team in Soweto. This crucial role focuses on ensuring an exceptional customer experience during potentially stressful times. You will be responsible for managing a team of customer service representatives, implementing service standards, resolving complex customer issues, and driving continuous improvement in service delivery. The hybrid work model allows for effective team leadership and strategic planning in the office, complemented by flexibility for remote work. We are seeking a motivated leader with a passion for service excellence and a deep understanding of the insurance claims process to enhance our client's reputation and foster customer loyalty in the Soweto region.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives handling insurance claims inquiries.


• Develop and implement strategies to enhance customer satisfaction and retention.


• Establish and monitor key performance indicators (KPIs) for the customer service team.


• Handle escalated customer complaints and complex issues, providing timely and effective resolutions.


• Ensure adherence to company policies, procedures, and regulatory requirements in all customer interactions.


• Collaborate with claims, underwriting, and sales departments to ensure seamless customer journeys.


• Identify areas for service improvement and implement appropriate changes.


• Conduct regular performance reviews and provide constructive feedback to team members.


• Maintain a deep understanding of insurance products and claims processes to effectively guide the team.


• Foster a positive and supportive team environment that promotes excellence in customer service.

Requirements

• Minimum of 4 years of experience in customer service management, preferably within the insurance or financial services industry.


• Proven experience in managing and developing a customer service team.


• Strong understanding of insurance claims processes and common customer inquiries.


• Excellent leadership, communication, interpersonal, and problem‑solving skills.


• Demonstrated ability to handle difficult customer situations with empathy and professionalism.


• Proficiency in customer relationship management (CRM) systems and standard office software.


• Ability to work effectively in a hybrid work environment, balancing office and remote responsibilities.


• Relevant customer service certifications or qualifications are advantageous.


• Reside within or be able to commute to Soweto for required in‑office duties.


• A proactive approach to service delivery and a commitment to customer advocacy.

Benefits

• Our client offers a competitive salary package, complemented by performance‑based incentives.


• Benefits include comprehensive medical aid, a retirement annuity, and generous annual leave.


• The hybrid work model provides a flexible and balanced approach to work and life.


• Opportunities for leadership development and career progression within the company are readily available.


• You will work in a dynamic environment where customer satisfaction is paramount and your leadership skills are highly valued.


• Join our Soweto team and make a tangible difference in the customer experience of a leading insurance provider.