Frontline Telecom Customer Experience Specialist

Vodacom; Johannesburg; Hybrid; ZAR 300,000 - 420,000; Full time

Job summary

Aon South Africa is hiring a Client Services Advisor in Johannesburg. This hybrid role supports Client Managers to retain and service existing and prospective clients from both virtual and Sandton offices.

The role focuses on client contact, renewals, endorsements and cancellations while ensuring compliant delivery of servicing activities and coordinating new business leads for cross-selling opportunities. 2–3 years in a similar role is desirable.

Qualifications

• Must be registered as a representative with the FSCA in terms of the FAIS Act.
• Must be registered as a licentiate with the IISA.
• Bachelor's degree is preferable. Grade 12 or equivalent required.

Responsibilities

• Primary point of contact for clients.
• Retain and service existing and prospective clients; renewals, endorsements and cancellations.
• Generate and coordinate internal new business leads to enable cross-selling.
• Ensure high quality, compliant delivery of client servicing activities.
• Provide renewal notices and reminders.
• Prepare renewal instruction forms, quotes, closing instructions and proposal forms for clients/insurers.
• Communicate with insurers on discounts and requests from clients.
• Manage and facilitate the cancellation process and documentation.
• Fulfils the primary point of contact for clients and resolves queries.
• Assist in day-to-day running of clients risk and insurance programmes.
• Liaise with outsource supplier to pass on appropriate work and ensure standards.
• Contribute to client planning meetings and attend internal/external client meetings.
• Responsible for credit control.

Skills

Analytical skills

Technical skills

Problem solving

Communication

Interpersonal skills

Teamwork

Education

Grade 12 or equivalent

Bachelor's degree preferable

FSCA FAIS registration

Tools

Microsoft Office

Job description

Client Service Advisor – Johannesburg, South Africa

Aon South Africa is hiring a Client Services Advisor, this is a hybrid role with the flexibility to work both virtually and from our Sandton office.

The role of the Client Service Advisor is to work closely with Client Manager/Account Executive or Strategic Account Manager to retain and service existing and prospective clients.

• Responsible for being the primary point of contact for clients.
• Contributes to and provides input into the entire client life‑cycle, including but not limited to renewals, endorsements and/or cancellations.
• Works with Client Manager or Strategic Account Manager to generate and co‑ordinate internal new business leads to enable the cross‑selling strategy.
• Works with Client Manager or Strategic Account Manager to ensure high quality, efficient and compliant delivery of all client servicing administrative/transactional activities.
• Provides clients with renewal notices and reminders.
• Prepares renewal instruction forms, quotes, closing instructions and proposal forms for clients and/or insurers.
• Communicates with insurers on any discounts, following requests from clients.
• Manages and facilitates the cancellation process and creates the necessary documentation.
• Fulfils the primary point of contact for clients providing services and resolving queries.
• Assists in the day to day running of clients risk and insurance programmes, producing and checking documentation where required.
• Liaises with the outsource supplier to pass on appropriate work and ensure standards are met (where outsource partner exists).
• Contributes to all client planning meetings and attends and contributes to internal and external client meetings.
• Responsible for credit control.
• Work within binder mandates and requirements as applicable.

Qualifications.

• A minimum of Grade 12 or equivalent
• A Bachelors degree is preferable
• Must be registered as a representative with the FSCA in terms of the FAIS Act
• Must be registered as a licentiate with the IISA

Knowledge.

• Good knowledge and understanding of Professional Indemnity.
• Must be able to articulate and understand policy wordings.
• A comprehensive knowledge of the South African and international short‑term insurance markets will be advantageous.
• An in‑depth strategic knowledge of industry and business strategies and company goals will be advantageous.
• Computer literacy with advanced know‑how in Microsoft.

Skills and Attributes.

• Advanced analytical, technical and problem‑solving skills and abilities
• Ability to communicate effectively with all stakeholders.
• Good interpersonal and organisational skills.
• Ability to work effectively in and with teams.

Experience.

• Have a minimum of 2 - 3 years experience in a similar or related role.

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