Client Contact Centre Administrator – Cape Town

About the role

The Client Contact Centre Administrator will handle inbound calls and web queries from policyholders and brokers, aiming for first‑call resolution while maintaining high service standards.

Key responsibilities

• Log onto the Client Services inbound telephone queue and web touchpoint each shift.
• Resolve a minimum of 30 telephone calls per day and about 15 claim‑related correspondence queries within a 24‑hour turnaround.
• Maintain and update the daily workflow queue for management reporting and strive for zero lost calls.
• Log all telephone calls on policy/claim records and verify/update personal contact information, including medical aid details.
• Ensure processes are adhered to, check policy options and commencement dates, and communicate necessary claim disclosures.
• Achieve a minimum quality assurance score of 90% and interact with medical aids and practitioners when required.
• Liaise with the manager on claim decisions, arrange priority investigations, and apply TCF principles in all interactions.
• Answer calls within two rings, resolve queries professionally, and attempt to retain clients who wish to cancel.

Required profile

• At least 2 years proven client service or call‑centre experience.
• Excellent written and verbal communication skills.
• Ability to work under pressure, meet daily targets and stay self‑motivated.
• Strong time‑management, planning and organisational abilities.
• Proactive, creative problem‑solver with a customer‑focused attitude.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook