Client Services Agent

SUMMARY:
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POSITION INFO:

• 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.

• 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.

• 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.

• 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).

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