Customer Service Representative – Health, Gap & Pet Insurance

Oneplan.co.za; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Oneplan Insurance is hiring Customer Service Representatives to support our client base across health insurance, gap cover and pet insurance. The role involves day-to-day client support across inbound voice calls, WhatsApp, and email to deliver an exceptional customer experience.

You will handle policy enquiries, updates, basic claims capturing, and work with claims, underwriting, sales and operations to resolve questions promptly.

Qualifications

• Matric / Grade 12 required.
• 1–2 years’ experience in call centre support or insurance servicing preferred.
• Experience in insurance, healthcare, or financial services advantageous.
• Strong written and verbal communication skills essential.
• Ability to work across multiple systems.

Responsibilities

• Handle inbound customer service enquiries professionally and efficiently.
• Assist clients with policy enquiries and general product information.
• Policy amendments and updates; basic claims capturing.
• Respond to inbound WhatsApp, email, and digital communication within SLAs.
• Work with claims, underwriting, sales and operations while maintaining quality and compliance.

Skills

Customer service

Call centre

Insurance administration

Medical aid/health insurance servicing

Communication skills

Multitasking

Problem solving

Team player

Empathy

Education

Matric / Grade 12

Job description

Are you passionate about customer service and helping people through meaningful interactions every day?

Oneplan Insuranc"e is looking for professional, energetic, and customer-focused Customer Service Representatives to support our growing client base across:

• Health Insurance
• Gap Cover
• Pet Insurance

This role is ideal for individuals who thrive in a fast-paced service environment and enjoy assisting clients through multiple communication channels.

About the Role

The Customer Service Representative will provide day-to-day client support and service assistance across various communication channels, including:

• Inbound voice calls
• Inbound WhatsApp communication
• Inbound digital and email communication

The role includes handling service-related enquiries, assisting with policy administration, supporting basic claims capturing processes, and ensuring an exceptional customer experience.

Key Responsibilities

• Handle inbound customer service enquiries professionally and efficiently
• Assist clients with:
• Policy enquiries
• General product information
• Policy amendments and updates
• Claims support and basic claims capturing
• Membership and dependant updates
• Escalation logging and follow-ups
• Respond to inbound WhatsApp, email, and digital communication within service level agreements
• Ensure accurate capturing of customer information and interactions
• Deliver excellent customer service aligned with Treating Customers Fairly (TCF) principles
• Resolve client queries effectively while maintaining professionalism and empathy
• Work collaboratively with claims, underwriting, sales, and operational teams
• Maintain quality and compliance standards during all client interactions
• Matric / Grade 12
• Minimum 1–2 years’ experience in:
• Call centre support
• Insurance administration
• Medical aid or health insurance servicing
• Experience dealing with inbound customer queries
• Strong written and verbal communication skills
• Computer literacy and ability to work across multiple systems
• Experience in insurance, healthcare, or financial services advantageous
• Claims administration or claims capturing experience advantageous
• Excellent communication and listening skills
• Ability to manage difficult conversations professionally
• Strong attention to detail
• Good administrative and multitasking ability
• Ability to work under pressure in a fast-paced environment
• Professional email and WhatsApp etiquette
• Problem-solving and conflict-resolution skills
• Team player with a positive attitude

Why Join Oneplan?

• Opportunity to work within a growing and innovative insurance environment
• Exposure to multiple insurance product lines
• Supportive and team-oriented culture
• Career growth and development opportunities
• Meaningful role focused on customer experience and service excellence