Santam's Client Care Department has a position available for a Client Care Administrator. The position will be based at Santam in Bellville, Cape Town. What will you do?The Client Care Administrator will provide support of a complaints administrative nature and assist the Santam Client Care Department in attending and resolving service complaints received in writing or telephonically. This will range from complex to simple activities including but not limited to logging of service complaints and attending to telephonic complaints received via the avaya complaints line and from the complaints mailbox, administration, processing, clerical duties, personal assistant duties, claims data gathering, fault logging, record keeping.
Key ResponsibilitiesReceive telephonic and mailbox complaints, log complaints on Microsoft CRM system, investigate and resolve service complaintsManage service level agreements with businessProvide administrative support duties to the team and department and ensure information is channeled and recorded as requiredParticipate in ad-hoc projects and improvementsEnsure adherence to various policies and legislative requirementsAdministrative support functionsChannel Client complaints and complimentsHandle complaints callsManage overflow of complaints, end-to-end process on an ad-hoc basisStrong knowledge of analyzing and compiling statistical informationPrepare standard management information reports with relevant data to aid department decision-makingConduct general financial reconciliation activitiesUnderstand schedules, calendars, and diaries of individuals or groupsAbility to compile complex documents, develop templates, consolidate informationQualification and ExperienceMatric/ Grade 12A qualification in Administration and customer experience (advantageous)Advanced computer proficiency (MS Office: Excel, Word, PowerPoint, Qlikview)3 -5 years' experience in the administration fieldA minimum of 2-3 years' in the short-term insuranceKnowledge and SkillsProficient in both English and AfrikaansCapacity management and planningExcellent interpersonal, communication, and networking skillsAnalytical and problem-solving skillsTime Management SkillsPlanning and execution skillsInsurance process knowledgeAbility to work under pressureInsurance product knowledgeTeamwork SkillsProcess improvement skillsStrong verbal and written communication skillsListening and understanding skillsStrong attention to detailStrong client service orientationAnalytical thinkingInformation seekingDrive for resultsOrganizational commitmentTeamwork and cooperation
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