Junior Contact Centre Agent (6-Month Contract) (Parktown) at Rand Mutual - RMA

THE JOB AT A GLANCE

• As the Junior Contact Centre Agent, you will be reporting to the Team Leader: Contact Centre. You will be required to render client service by responding, processing, and resolving customer requests and queries via telephone and email.
• You will be required to provide clients with information regarding RMA products and reduce risk through adhering to internal processes. You will also be required to deliver a consistent, quality client experience by providing service and support to existing clients.

WHAT YOU WILL DO

Handle customer inquiries both telephonically and by email:

• Answer calls and respond to emails
• Maintain desk SLA through adherence to schedules, defined processes and workplan
• Follow-up on customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs and issue reference numbers to customers
• Manage and resolve customer complaints
• Provide customers with accurate product and service information in an efficient manner
• Verify/authenticate client details
• Adhere to compliance and regulatory requirements
• Research required information using available resources
• Update existing customer personal information
• Assist clients to submit claims electronically and complete relevant applications forms.

Identification, escalation and/or referral of queries:

• Identify and escalate priority issues
• Identify, escalate and refer queries/calls to the relevant department for action
• Route calls to appropriate resource.

System assistance:

• Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
• Assist clients with how to upload documents onto the system
• Assist with password reset queries for online services
• Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

Ad hoc workflow assistance:

• Support the Contact Centre team by providing any assistance on client queries as and when necessary.

WHAT YOU'LL BRING TO THE TABLE

• Grade 12/Matric qualification (Required)
• 1 year experience working in a Contact Centre environment – in a customer service role
• Experience within a medical aid or insurance servicing environment (added advantage)
• Computer literate – Intermediate - MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills
• Experience in Contact Centre telephony and technology

Closing date: 17th August 2026