Customer Service Consultant (Insurance)

  • Permanent
  • Ref #398696AH
  • Posted 5 days ago
  • West Rand, Gauteng, South Africa, Africa
  • Insurance
Employer Description

This is a very large credit insurance broker in and the credit insurance product brings in 80% of the company’s revenue. The department shows a 25% growth year on year and the company is focusing aggressively on continually increasing the growth of this department. Offices are located in the Johannesburg Western Suburbs.

Job Description

Department:  Insurance

Reporting to: Manager: Service

This person will support advisors and clients through assisting with queries and resolving complaints and problems. There are a team of 5 customer service consultants. This role is a new position needed due to growth in the company.

Purpose of the role

The Customer Service Consultant interacts with clients and advisors to provide information in response to inquiries about products or services and handles and resolves complaints.

Responsible for:

  • Maintaining data in the system to ensure all client information is accurate and up to date.
  • Ensuring accurate documentation is saved on the server for reference.
  • Handling client and/or advisor queries as per agreed timelines.
  • Prepare quotes as required by the division.
  • Resolving all queries only escalating when required.
  • Providing documentation as required by clients.
  • Supporting advisors where required to ensure consistent client service delivery.
  • Performing administrative tasks as required by manager.
  • Managing expectations of both internal and external clients.
  • Keeping accurate records and documenting client actions and discussions.



Relevant Insurance qualifications and minimum 3 years experience within a similar customer service role in the Financial Services industry.


Minimum 3 years in a similar financial services service delivery environment. Strong Attention to detail. Able to work in a small team proficiently. High customer service ethic – passionate about meeting client expectations and improving service levels. Friendly and able to engage with customers. Assist colleagues unprompted. Willing to take on challenges that others may avoid. Shows willingness to learn new processes, systems and technology. Tolerates delay without getting angry or upset. Displays a healthy sense of urgency. Manages expectations and clearly indicates expected time of resolution. Develops and maintains positive working relationships with others. Shows commitment to completing tasks on time. Takes initiative in discovering inventive methods of being productive. Ability to manage emotions and remain calm under pressure. Ability to handle conflict in a way that results in a peaceful ending. Has an eye for detail to ensure accuracy of information provided. Can convey information clearly and effectively, both verbally and non-verbally. Multitasks while staying organised and meeting deadlines.

Salary / Package