Service Consultant

Sanlam; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading insurance provider is looking for a service consultant to support customer relations in Johannesburg. The role involves delivering quality service to internal and external customers, addressing queries, and providing stakeholder communication. Applicants should have Grade 12 and FAIS compliance, with experience in a contact center being an advantage. Skills in MS Excel and QlikView are essential. This position is crucial for maintaining high standards of customer support and enhancing service delivery.

Qualifications

• Grade 12 completion required.
• FAIS compliance in Commercial and Personal Lines is mandatory.
• Experience in a Contact Centre preferred.

Responsibilities

• Provide customer service to those requiring special attention.
• Serve as the first line of contact for customer queries.
• Assist stakeholders with information and feedback.

Skills

MS Excel

QlikView

Customer service orientation

Analytical thinking

Education

Grade 12

FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines)

RE 5

Tools

MS Word

Intranet

Job description

CAREER OPPORTUNITY

A position has become available for a service consultant in the Broker Services department.

Job Description

The purpose of this position is to provide support to the relationship management function. The candidate will be responsible for delivering quality service to customers, who could be either internal or external to Santam (including intermediaries, customers, partners, and suppliers). The successful incumbent will provide support to address customer needs, concerns, and issues.

Principal Accountabilities

• Provide customer service to customers requiring special attention.
• Serve as the first line of contact for customer queries.
• Communicate with stakeholders to provide information, feedback, and follow-through on customer queries and/or instructions to the team.
• Address unusual and non-standard customer issues.
• Task-related decision making within set policies and procedures.
• Schedule appointments on request.
• Manage e-mails via proxy.
• Assist with logistics and events and broker forum management.
• Provide reception services.
• Direct intermediaries to deal with the correct channels.
• Monthly management cost analysis – variance reporting.
• Compile intermediary training lists and facilitate ad hoc requests.

Qualifications And Experience

• Grade 12.
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines).
• RE 5
• Commercial Lines and Personal Lines Contact Centre experience will be advantageous.

Knowledge And Skills

• Proficient with MS Excel, basic Word, QlikView, and intranet.
• Detailed understanding and knowledge of Santam processes.
• Thorough understanding of all relevant customer support systems and processes related to all products.

BEHAVIOURAL COMPETENCIES

• Analytical thinking.
• Information seeking.
• Drive for results.
• Flexibility.
• Initiative.
• Emotional self control.
• Customer service orientation.
• Self confidence.
• Teamwork and co-operation.

About The Company

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients, and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business, so it follows that we want to recruit the best people possible, whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals, we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.