Insurance Claims Customer Experience Lead (Hybrid, Soweto)

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

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.