Senior Client Relations Specialist

Sanlam Limited; Bellville; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Glacier by Sanlam, part of the Sanlam Group, is seeking a senior Client Relationship Consultant to resolve complex service matters and strengthen client value in the Western Cape. Based in Cape Town, you will analyse complaints, support High Net Worth intermediaries, and contribute to improved journeys and policies.

You will lead CRM activities, manage intermediaries, and guide the intermediary panel with training and SMART action plans, while delivering timely responses to queries and

Qualifications

• Masters Service Conversations: navigate customer conversations with the four parts: open, learn, reply, close.
• Navigates Customer Challenges: handle frustrated customers with guidance.
• Builds Customer Loyalty: ensure positive interactions and trust.
• Strengthens Customer Connections: foster relationships through positive experiences.
• Customer Service Delivery: meet required service standards.
• Maintains the Relationship: sustain positive interpersonal connections.

Responsibilities

• Act as first-line supervisor of a team providing customer service support.
• Provide advanced product/service information and respond to complex questions.
• Respond to advanced issue escalations and obtain managerial approvals as needed.
• Monitor team use of CRM and escalate issues to a senior manager.
• Develop and implement a customer contact plan for launches and campaigns.
• Manage workflow and meet contracted deadlines.
• Enhance efficiencies to improve ease of doing business with Glacier.
• Deliver quality service and maintain service levels.

Skills

Masters Service Conversations

Navigates Customer Challenges

Builds Customer Loyalty

Strengthens Customer Connections

Customer Service Delivery

Maintains the Relationship

Education

Undergraduate Degree / Honours

Job description

Glacier by Sanlam, part of the Sanlam Group, is seeking a senior Client Relationship Consultant to resolve complex service matters and strengthen client value in the Western Cape. Based in Cape Town, you will analyse complaints, support High Net Worth intermediaries, and contribute to improved journeys and policies.

You will lead CRM activities, manage intermediaries, and guide the intermediary panel with training and SMART action plans, while delivering timely responses to queries and