Omni-Channel Client Experience Expert

Oneplan Underwriting Managers (Pty) Ltd.; Gauteng; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Oneplan Underwriting Managers (Pty) Ltd. is seeking a client engagement specialist to support customers across omni-channel platforms, delivering a world-class digital client experience and high first-call resolution.

You will manage inquiries via telephone, email, messaging apps and social media, advocate for customers, collaborate with internal teams, and help drive continuous improvement of service quality, compliance and customer-centric processes.

Qualifications

• Must deliver efficient first call resolution to client service issues.
• Improve client service experience and facilitate organic growth.
• Handle inquiries via omni-channel platforms including phone, email, and social media.
• Escalate queries per SOP and ensure timely resolution.

Responsibilities

• Maximizes client service performance by resolving issues on first contact.
• Participates in communications with clients via omni-channel including telephone, mail, email, messaging apps and social media.
• Handle complex and escalated client service issues.
• Educate clients on product offerings and usage to resolve queries at first contact.
• Follow up and follow through on all client queries and escalate as needed.
• Maintain voice of the customer and feedback to improve the client experience.
• Ensure adherence to SOPs and regulatory/compliance requirements.

Job description

Oneplan Underwriting Managers (Pty) Ltd. is seeking a client engagement specialist to support customers across omni-channel platforms, delivering a world-class digital client experience and high first-call resolution.

You will manage inquiries via telephone, email, messaging apps and social media, advocate for customers, collaborate with internal teams, and help drive continuous improvement of service quality, compliance and customer-centric processes.