Client Service Consultant at Sanlam Group

What you will do
Ensures that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the organisation’s products and services. The incumbent has basic product knowledge and may be responsible for marketing the organisation’s products and cross-selling them in an effective manner. The incumbent may provide the service internally or externally.


Key Responsibilities

• Ensure that all customer queries are dealt with in an efficient manner and provide a high level of service to promote Simeka Health’s products and services.
• Efficiently handle any claims and subsequent queries
• Provide feedback on claims progress to clients
• Follow up on leads and referrals as received from customer engagement.
• Identify areas of improvement on the system to ensure timeous communication with customers.
• Ensure customers always receive professional communication regardless of the channel used.
• Follow up on customer complaints by engaging with the relevant departments to identify if the complaint has been resolved or not.
• Explain product features and benefit calculations to customers as and when required.
• Assist in projects aimed at transforming the customer experience.
   

Qualification And Experience

• Degree or Diploma with 2 to 3 years related experience

Knowledge And Skills

• RE 5 would be advantageous
• Accreditation with the Council for Medical Schemes will be an advantage
• Valid driver’s license and own car
• Knowledge of Employee Benefits and wider financial services industry and processes
• Knowledge of industry regulations e.g. POPI and TCF
• Experience in managing customer relationships
• Excellent communication skills
• Problem-solving skills
• Time management important as per Service Level Agreements
• Teamwork
• Experience in handling customer complaints
• Proficiency in Microsoft Office (Word, Excel, Outlook)
   

Core Competencies

• Cultivates Innovation by creating new and better ways for the organisation to be successful.
• Client Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.