Service Consultant

Career Opportunity

What will you do?

The Service Consultant is responsible for managing all aspects related to the Personal Lines department and providing assistance and support for Legal Access underwriting matters. This includes assisting new direct clients, marketing insurance products, and offering quotations to prospective clients. The role also involves supporting the retention and servicing of existing clients and brokers on behalf of Santam Namibia.

What will make you successful in this role?

The candidate will be expected to perform (but not limited to) the following duties:

• Provide customer support that requires a unique understanding of a diversity of products and customer issues;
• Handle complex customer orders, inquiries and complaints;
• Provide guidance, assistance, and training to less experienced staff;
• Serve as first line of contact for customer queries;
• Communicate with stakeholders to provide information/feedback and follow through on customer queries;
• Interact with others based on the requirement to initiate requests for information and co-ordinate activities such as dairies;
• Build relationships within the department or area;
• Solve task problems related to routine work according to process checklists and procedural guides;
• Make discretionary decisions within the confines of set policies and procedures, by considering level of risk under guidance from management;
• Communicate decisions made to intermediaries. 

Qualifications and Experience

• Pass mark in Grade 11 or 12 (minimum 22 points);
• Bachelor degree in a field of study like Commerce, Business, Finance, Economics or any tertiary qualifications;
• Insurance related qualification and experience preferable;
• Two – four years’ experience in a similar role;
• Namibian citizenship;

Foreign qualifications must be submitted with an evaluation report from the Namibia Qualification Authority (NQA). 

Knowledge and Skills

• Ability to generate limited solutions to customer expectations;
• Build good customer relationships by delivery of promise;
• Required to be assertive;
• Advanced knowledge of underwriting, review policy, check clauses and requirements;
• Advanced knowledge of products, application and interpretation of policies. 

Competencies

• Delivering results and meeting client expectations;
• Customer Service Orientation;
• Information seeking;
• Adapting to continuous change;
• Performance under pressure;
• Problem Solving Abilities;
• Planning and organising;
• Exceptional negotiations skills;
• Following instructions and procedures;
• Excellent Verbal and writing Communication skills. 

Our commitment to transformation

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!