South Africa

Customer Service Consultant

Company Telesure Investment Holdings
Reference # CS2021
Published 08/04/2021
Contract Type Permanent
Salary Market Related
Location Fourways, Gauteng, South Africa
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of
South Africa’s leading financial long and short term insurance providers. Our
portfolio includes South Africa’s most loved and recognisable brands such as 1st
for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee
Benefits Administration via our Hippo Advisory Services, which includes health
insurance, provident fund and group life administration. Hippo is South Africa's
first comparison website and compares insurance, other personal finance
products, travel, health, money, travel, cars from a range of South African
brands. We’re pioneers with a hunger for the best, bringing customer-focused
innovation and service excellence to the financial services industry. We’re an
undivided team of diverse thinkers and doers who believe in leading through
technology and pushing beyond limits.
Job Functions Call Centre,Client Services
Industries Financial Services,Insurance

Obtain and capture information from insured or designated persons for purpose
of settling claim with insurance carrier. To assist with administrative
amendments, provide information and insights on policies, additional benefits
and up-sell products to the customer.
RESPONSIBILITIES Customer Management (External and Internal)

Help manage customers by carrying out standard activities and provide solutions
for first call resolution and completion of customer request and executed
according to the required standard.

Customer Needs & Analysis

Ask questions and probe for clarity to gathers relevant information to assist in
resolving customer request.
Up-sell Customer Propositions
Identify the products or services that best meet the customer's stated needs,
explain the selection to the customer, and influence the customer to make a


Respond to routine requests using telephonic conversation or emails and to
more unusual requests by editing templates to create customized responses
(internal and external).

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of
regulatory codes and codes of conduct relevant to own work, adhering to
mandatory procedures to ensure own work is undertaken to the required


Update policy information e.g change of address, change policy holder details,
banking details and attend to the customer request on a range of policy related
issues. Provide best practice support to customers on the administration
process requirements and other departmental systems, in line with claims policy,
rules and SLAs.
General Education
Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5
(Advantageous); Class of Business (Advantageous) Customer Service
certificate/or related qualification (Advantageous)

General Experience
2 or more years customer service experience in insurance (Essential); 1 year call centre
experience in Financial services industry (Advantageous)
Job Closing Date 22/04/2021
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Last Updated: 4-3-2021 []
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