Operations Consultant

Telesure Investment Holdings Pty; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a forward-thinking company that is home to some of South Africa's leading financial service providers. This role focuses on delivering exceptional customer service, retaining clients, and building strong relationships. You will engage with customers to understand their needs, provide tailored solutions, and maintain high standards of operational compliance. With a culture defined by collaboration and a commitment to excellence, this organization offers a dynamic environment where your contributions make a real difference. If you are self-disciplined, hardworking, and eager to grow, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in a Service/Collections/Retentions environment.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to client complaints and queries professionally to ensure satisfaction.
• Conduct needs analyses to identify suitable product offerings.

Skills

Customer Service

Complaint Handling

Communication Skills

Problem Solving

Education

School Grade 12

Job description

Join TIH

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organization with purpose.

Job Purpose

Providing effective customer service with the purpose of retaining customers and building strong customer relationships.

Focus on understanding customer needs and providing a fit-for-purpose solution whilst meeting various KPI's.

Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

1. Customer Service: Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention, striving to achieve first contact resolution. Provide quality service via telephone and email.
2. Customer Needs Clarification: Determine customer's core need to meet their expectations from a customer and product offering perspective. Conduct needs analyses to identify suitable product offerings (upselling). Identify reasons for policy cancellations and apply retention strategies effectively.
3. Administration: Complete and update all required administration accurately, capturing customer data across systems with attention to detail and quality.
4. Operational Compliance: Understand and adhere to organizational policies, procedures, and relevant regulations. Obtain necessary authorizations and comply with service level agreements.
5. Performance Management: Prioritize workflow, ensure work standards, and use performance systems to improve KPI achievement.
6. Personal Capability Building: Stay updated with policy and industry changes, participate in training, and seek accreditation where relevant. Maintain knowledge of technology, regulations, and industry best practices.

Minimum Requirements

• School Grade 12 (Required)
• At least 2 years experience in a Service / Collections / Retentions environment
• Advantageous: Complaint handling experience

Join Us

Be part of an unstoppable team that constantly seeks better ways to provide peace of mind. Our culture is defined by our people—self-disciplined, hardworking, curious, trustworthy, humble, and truthful. We value collaboration and making a difference, which has made us the #1 Top Workplace in our area.