Client Service Agent

2 days ago

Midrand, South Africa Sanlam Full time

**Who are we?**

**What will you do?**
- Maintain high-quality service delivery in line with MiWay’s values and industry standards.
- Manage customer interactions efficiently and courteously, providing clear and helpful responses.
- Handle escalations appropriately, ensuring clients feel supported until resolution.
- Contribute to ongoing service improvement by providing client feedback and insights.
- Stay updated on new technologies and service methods to elevate the client experience.

**What will make you successful in this role?**

**Minimum Qualification Required**
- Grade 12/Standard 10/NQF 4
- Relevant RE5 qualification advantageous

**Minimum Experience**
- Minimum 12 months Call Centre and administrative experience
- Minimum 12 months in the STI environment and client services experience

**Deliverables include, but will not be limited to**
- Compliance with the Quality Assurance requirements
- Meet the monthly target on productivity measures.
- Upselling and meet the required Net Premium target.
- Excellent collaboration with other subdepartments to promote client retention.
- Good knowledge of the Miway Products
- Great performance track record on your measures
- Great customer experience and customer journey
- Efficient in handling chat and calls hybrid system
- Meet the Monthly VAPS and Irefer targets.

**Competencies Required**
- Excellent Verbal and communication skills
- Quality orientated and organized.
- Self-disciplined and Self-motivated
- Analytical and desire to excel.
- Active listening skills
- Problem-solving skills and solution-oriented
- Excellent administrative skills
- Good communication skills (verbal &written)
- Able to work flexible hours.
- Customer focused.
- Results and Target driven.
- Teamwork and Professionalism
- Flexibility
- Ability to multi-task and cope with pressure
- Excellent attendance record
- Computer literacy

**Knowledge and Skills**
- Customer Service
- Team Support
- Administration
- Quality, compliance and accreditation

**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
- Collaborates - Contributing dependently
- Being resilient - Contributing dependently
- Drives results - 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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