Claims Service Consultant: Motor Glass (JG 10) Johannesburg, Gauteng, South Africa Claims Service Consultant: Motor Glass (JG 10) Santam’s Motor Claims department has positions available for a Claims Service Consultant: Motor Glass based at Parktown, Hill on Empire JOB DESCRIPTION We are looking for a Contact Center Agent that will be the liaison between our company and its current customers and Brokers. The successful candidate will be able to accept ownership for effectively managing customer Motor glass claims, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior. KEY RESPONSIBILITIES • Manage large amounts of inbound and outbound calls and emails in a timely manner • Follow communication “scripts” when handling different topics •Identify customers’ needs, clarify information, use SOP for every issue, and provide solutions and/or alternatives • Seize opportunities to get customer buy-in on WhatsApp take-up when they arise • Build sustainable relationships and engage customers by taking the extra mile • Ensure that accurate and comprehensive notes are made on each call • Frequently attend educational seminars to improve knowledge and performance level • Meet personal/team qualitative and quantitative targets. • Drive Santam online platforms QUALIFICATIONS AND EXPERIENCE • Minimum Matric • Computer literate: Microsoft Office and internet skills • Call-Centre, Customer Service – previous experience in at least one of the aforementioned is a prerequisite SKILLS • Excellent telephone and interpersonal skills • Ability to be proactive and use initiative in solving problems • Ability to conduct oneself in a professional manner • Ability to work effectively in a team • Excellent organizational skills • Multitasking and time-management skills, with the ability to prioritize tasks ATTRIBUTES • Tolerance and patience • Friendly and approachable • Able to interact with a variety of people • Reliable • Good communicator ABOUT THE COMPANY Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets. Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format online at www.santam.co.za / careers. Should you be aware of a qualified individual, please pass this vacancy on to them. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 1 Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2 Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3 Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screening Step 4 Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interview Step 5 We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process Assessment Step 6 Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7 Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 1 Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2 Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3 Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screening Step 4 Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interview Step 5 We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process Assessment Step 6 Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7 Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. TIPS&TRICKS Getting ready for your interview There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here. Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices. This is the eighth consecutive year that we have achieved this accolade. #J-18808-Ljbffr