Claims Service Consultant: Motor Glass

CAREER OPPORTUNITY

A position has become available for a Claims Service Consultant: Motor Glass and will be based Parktown.

KEY PURPOSE OF THE ROLE

We are looking for a Contact Center Agent that will be the liaison between our company and its current customers and Brokers. The successful candidate will be able to accept ownership for effectively managing customer Motor glass claims, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

KEY OUTPUTS/ ACCOUNTABILITY

•    Manage large amounts of inbound and outbound calls and emails in a timely manner
•    Follow communication “scripts” when handling different topics
•    Identify customers’ needs, clarify information, use SOP for every issue, and provide solutions and/or alternatives
•    Seize opportunities to get customer buy-in on WhatsApp take-up when they arise
•    Build sustainable relationships and engage customers by taking the extra mile
•    Ensure that accurate and comprehensive notes are made on each call
•    Frequently attend educational seminars to improve knowledge and performance level
•    Meet personal/team qualitative and quantitative targets.
•    Drive Santam online platforms

EDUCATIONAL QUALIFICATIONS

•    Minimum Matric

REQUIRED KNOWLEDGE & EXPERIENCE

•    Computer literate:  Microsoft Office and internet skills
•    Call-Centre, Customer Service – previous experience in at least one of the aforementioned is a prerequisite

REQUIRED SKILLS

•    Excellent telephone and interpersonal skills
•    Ability to be proactive and use initiative in solving problems
•    Ability to conduct oneself in a professional manner
•    Ability to work effectively in a team
•    Excellent organizational skills
•    Multitasking and time-management skills, with the ability to prioritize tasks

ATTRIBUTES

•    Tolerance and patience
•    Friendly and approachable 
•    Able to interact with a variety of people
•    Reliable 
•    Good communicator 

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.