Customer Resolution Technical Specialist

4 weeks ago

Midrand, South Africa Sanlam Full time

**Who are we?**
- Job Description

The Customer Resolutions Technical Advisor will be responsible for investigation and resolution of complaints of a technical nature. This will include reviewing damages and assessment reports to make an informed decision on the customers complaint.
- This role requires an enthusiastic individual who will act with urgency to resolve customer complaint in an efficient and fair manner.
- Minimum Qualification Required
- Grade 12 / SAQA Accredited Equivalent (Essential)
- VDQ (Vehicle Damage Quantifier) Qualification (preferred)
- Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
- Minimum Experience
- 2 - 4 years’ work experience in the following (Advantageous):

- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Experience dealing with technical complaints.
- Practical panel beating, spray painting, mechanical and electrical experience.
- Assessing experience at a short-term insurer
- Estimating in a panel beating environment
- Deliverables include, but will not be limited to
- Effectively manage customer expectations
- Carrying out both desktop and on-site investigations to assess quality of repairs.
- Make fair, honest, accurate reasonable cost related decisions also taking the client’s needs into account.
- Accurate validation of vehicle repairs.
- Evaluate quality service and turnaround times rendered by Service providers.
- Dealing with complex queries and investigating and resolving customer complaints.
- Effectively build, maintain, and manage relationships with service providers and customers.
- Competencies Required
- Strong knowledge of vehicle repairs and insurance industry standards.
- Excellent communication and negotiation skills.
- Customer focused
- Ability to work in a fast-paced environment and meet deadlines.
- Strong analytical and problem-solving skills.
- Highly proficient in dealing with customers at all levels
- Attention to detail
- Proficient in excel and word
- Active listening skills
- Excellent administration skills
- Must ensure timeous feedback and follow
- ups to customers

**Knowledge and Skills**
- Customer Service
- Reporting and Administration
- Quality, compliance and accreditation
- Business processes
- Services knowledge

**Personal Attributes**
- Communicates effectively - Contributing dependently
- Decision quality - Contributing dependently
- Action orientated - Contributing dependently
- Optimises work processes - Contributing dependently

**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

**Core Competencies**
- Cultivates innovation - Contributing dependently
- Customer focus - Contributing dependently
- Drives results - Contributing dependently
- Collaborates - Contributing dependently
- Being resilient - Contributing dependently

**Turnaround time**

**Our commitment to transformation**

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.

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