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Client Service Consultant

Momentum Metropolitan Holdings - Various Areas, Eastern Cape

Closing date yi 13 ka February 2024

Customer Service Full-Time Company Facebook Schedule

Regrettably, this position has been removed.


  • Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

  • 2-3 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices
  • Exposure to the insurance industry (preferred)
  • Matric or equivalent,
  • Formal qualifications Business related qualification
  • On the job training / qualifications
  • Product training, Specific licensing or registration
  • Verbal and written communication Service orientation
  • Problem solving
  • Detail oriented Prioritization Teamwork and collaboration Adaptability Display initiative
  • Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred) MS Office Suite (Word, Excel)
  • Business Area specific products and procedures (preferred)
Skills & Competencies
  • Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems, Documenting Facts
  • Writes fluently when documenting facts understands arguments logically focuses on finding facts
  • Establishing Rapport: Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends
  • Articulating Information: Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information
  • Showing Composure: Stays calm and relaxed during events is not worried and tolerates stress levels is composed in dealing with pressure
  • Meeting Timescales: Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks
  • Upholding Standards: Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity,
  • Taking Action: Takes action to make things happen uses initiative to start things up shows drive and invests personal energy

Internal Process:

  • Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
  • Take ownership of complaints and ensure they are resolved timeously and effectively.
  • Provide clients with the relevant information and documentation as required in line with policy guidelines.
  • Capture and update client information on relevant system/s, based on data received from the client.
  • Accurately complete all administrative and reporting requirements within agreed timeframes.
  • Adhere to legislative / compliance requirements in the service process.
  • Identify and report process and system failures and enhancements to improve client experience.


  •  Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
  • Escalate client queries to the relevant department or stakeholder.
  • Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
  • Provide authoritative, expertise and advice to clients and stakeholders.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.


  • Develop and maintain productive and collaborative working relationships with peers and stakeholders.
  • Positively influence and participate in change initiatives.
  • Continuously develop own expertise in terms of professional, industry and legislation knowledge.
  • Contribute to continuous innovation through the development, sharing and implementation of new ideas.
  • Take ownership for driving career development.


  • Contribute to the financial planning process within area.
  • Identify opportunities to enhance cost effectiveness and increase operational efficiency.
  • Manage financial and other company resources under your control with due respect.
  • Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Additional Information
  • While we have tried to ensure the accuracy of the information, Salary Magazine cannot accept any responsibility or liability for any errors or omissions.
  • You should always check with the Job Center or employers directly to confirm the details are still accurate before applying.
  • If you need further help with this job or any other, please feel free to ask.
  • Best of luck with your job application!
Ref No
  • MMH230714-22
  • Metropolitan Life, Port Elizabeth and Grahamstown