Overview
Customer Services Consultant Jobs in Sandton, South Africa at Neptune
Position: Customer Services Consultant- (Fixed Term Contract)
Job Purpose:
This role also involves interacting with all telephonic and email enquiries from our clients to ensure we provide the best possible service. These are predominantly policy maintenance/claims enquires. This is a customer service orientated environment, we need to ensure all customers are treated with dignity, respect and the TCF principals are practiced. This role is a Fixed Term Contract for 5 months.
Key Responsibilities:
- Handle client service enquiries related to policy maintenance, including upgrades, banking details, restarts, and claims.
- Process requests from policyholders such as cancellations, debit order updates, and issuing new policy documents.
- Conduct proactive outbound calls when necessary to support client engagement and service delivery.
- Follow up on claims and apply knowledge of claim procedures to assist clients effectively.
- Resolve client queries empathetically via phone and email, aiming for first-contact resolution.
- Maintain accurate records of client interactions and service requests using CRM systems.
- Educate clients on policy features and procedures to improve understanding and reduce repeat queries.
- Collaborate with internal teams (claims, underwriting, finance) to ensure seamless service delivery.
- Monitor service turnaround times and escalate delays or recurring issues to the Team Leader.
- Uphold Treating Customers Fairly (TCF) principles and contribute to quality assurance and compliance efforts.
Title: Customer Services Consultant
Company: Neptune
Location: Sandton, South Africa
Category: