Customer Service Agent

Purpose of the Role:

This role exists to create meaningful, memorable experiences for every customer who reaches out for support.

As part of the client journey, the Client Services Consultant plays a critical role in turning moments of uncertainty into moments of care where queries are resolved with warmth, service is delivered with intention, and every conversation is an opportunity to deepen trust.

Each interaction is a chance to create a WOW experience, one that leaves customers feeling heard, supported, and confident that they are in safe hands. This is where service becomes more than a task, it becomes part of a promise kept.

Role Summary

The Client Services Consultant is responsible for handling a wide range of customer interactions from resolving queries and updating policies to guiding clients through important changes in their lives. This role demands strong communication skills, attention to detail, and the ability to stay calm and solution-focused, even under pressure.

This role demands an individual who can confidently navigate systems and procedures while never losing sight of the human on the other side of the call. Success in this role means delivering service that is fast, accurate, and deeply personal, creating the kind of experience that keeps customers on our book and builds lasting trust in the Dis-Chem Life brand.

This is a high-touch, high-trust role that demands emotional maturity, strong communication skills, and the ability to thrive in a dynamic, fast-paced environment.

Benefits:

• A purpose-led role where your work truly impacts people's lives.
• A supportive team culture that celebrates care, integrity, and performance.
• Opportunities to grow your career in a fast-scaling business.
• Training, tools, and development that set you up for success.

Key Responsibilities

• Deliver Exceptional Client Service - Engage with clients across multiple touchpoints (phone, email, digital) with empathy, clarity, and professionalism. Ensure every interaction leaves the client feeling heard, supported, and confident in our brand.
• Resolve Queries with Ownership and Urgency - Accurately resolve a wide range of client requests, including policy updates, benefit queries, billing issues, product clarifications, and escalations within agreed service levels and in alignment with compliance standards.
• Act as a Trusted Guide Throughout the Customer Lifecycle - Support clients through key life events by proactively advising them on policy changes, available benefits, and relevant product upgrades.
• Create WOW Moments Consistently - Go beyond transactional service. Surprise and delight clients by anticipating their needs, following up without being prompted, and showing real care in the small moments that matter.
• Protect the Customer and the Brand - Act as a guardian of Treating Customers Fairly (TCF) principles, ensuring that all interactions are ethical, transparent, and in the customer's best interest. Always seek solutions that are sustainable and customer centric.
• Maintain Accurate Records and Admin Discipline - Capture all client interactions clearly, completely, and accurately in the CRM/system of record. Ensure every touchpoint is traceable and meets internal QA and compliance requirements.
• Collaborate Across Teams for Seamless Resolution - Work closely with other internal teams (Claims, Underwriting, Sales, QA, Product) to ensure clients receive joined-up, timely responses — without needing to repeat themselves or feel passed around.
• Balance Quality with Performance Targets - Deliver consistently high service scores (CSAT, NPS) while also achieving key productivity metrics (first-call resolution, response times, call handling volumes). Know how to move fast without losing the human touch.
• Continuously Improve the Client Experience - Identify pain points, recurring issues, or broken processes and escalate these insights for product, process, or training improvement. Be a voice for the customer internally.
• Uphold Our Brand Values in Every Interaction - Embody Dis-Chem Life's values of care, integrity, performance, and accountability, always representing the brand with pride and purpose.

Soft Skills:

• Warm, caring nature and strong customer empathy.
• Self-motivated, energetic, and target-driven.
• Demonstrates ownership and takes initiative.
• Detail-oriented and organised, with a high standard of professionalism.
• Strong judgment and decision-making skills.
• Emotionally mature with an "owner mindset".
• Resilient and able to adapt to change.
• Team player who promotes energy, values, and positive culture.

Skills and Experience:

• 2–3 years customer service or call centre experience in insurance or financial services.
• Excellent verbal and written communication skills.
• Outstanding customer service skills and a genuine passion for helping others.
• Ability to remain calm and professional under pressure.
• Strong listening, problem-solving, and analytical skills.
• Time management skills and ability to multitask in a fast-paced environment.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Must be bilingual.
• Reliable transport (required for shifts and alternate Saturdays).

Qualifications:

• Matric
• Clear credit and criminal record.
• FAIS accreditation or RE5 certification is an advantage.