Job Description

MVIA is searching for a dynamic Claims Administrator Agent to join our Operations Team! Bring your passion for helping others as you tackle calls and emails with confidence, deliver lightning-fast solutions, and create exceptional experiences for every customer. If you're ready to make a real impact and thrive in a fast-paced, rewarding environment, we want YOU on our team!

Role Responsibilities:

All functions and duties related to the position include, but are not limited to the following:


Answer calls and respond to customer emails Resolve queries and provide product/service information Achieve first-call resolution and meet key performance metrics Document interactions as per company procedures Report trends and assist with call logs and reports Strive to meet call centre metrics Participate in training and follow company policies Stay updated on products/services and follow company policies Work with the team to improve processes


Grade 12 essential Completed RE5 (beneficial) NQF Level 5 Short-Term Insurance Certificate (beneficial) Proficient in relevant computer applications 1-3 years of experience in a call centre environment Ability to handle stressful situations effectively Knowledge of customer service practices and principles Excellent data entry and typing skills Superior listening, verbal, and written communication skills

Knowledge and skills:

Product/Service Knowledge: Understand and explain company products/services clearly Customer Service Standards: Apply best practices and company policies for handling issues Call Center Metrics: Familiar with KPIs like average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and others Technology Tools: Proficient in CRM systems and call center software

.

Understanding of how to document and track customer interactions

Core and behavioural competencies:

Communication: Clear, polite, and concise verbal and written communication Problem-Solving: Quick and effective issue resolution Active Listening: Empathetic and attentive to customer needs Time Management: Efficiently manage calls/emails while meeting target Communication Skills: Clear, professional verbal and written communication; active listening Customer Focus: Empathy, problem-solving, and a service-oriented approach Adaptability: Resilience in high-pressure situations and openness to change Technical Proficiency: Familiarity with customer relationship management (CRM) tools and call center platforms for logging customer interactions and managing queries Attention to Detail: Accurate documentation and quality control Time Management: Efficient task prioritisation and multitasking Team Collaboration: Effective teamwork and supporting colleagues Conflict Resolution: Patience, de-escalation skills, and addressing customer concerns Reliability: Consistent performance and taking ownership of customer interactions

Core competencies:

Emotional Intelligence - Strong self-awareness, empathy, and ability to manage emotions in high-pressure situations Customer Focus - Proactive service mindset with a positive attitude, delivering personalized solutions Communication Skills - Active listening and clear communication, both verbal and written Problem-Solving - Analytical thinking with creative solutions and resilience when facing challenges Adaptability - Open to changes, quick learner, and adaptable to evolving customer needs Accountability - Responsible for tasks, transparent with customers, and consistently dependable Stress Management - Ability to stay calm and maintain service quality under pressure Teamwork - Cooperative, flexible, and open to constructive feedback for continuous improvement Motivation & Initiative - Self-driven to meet goals, proactive in anticipating customer needs * Conflict Management - Skilled in de-escalating tension, balancing company policies with customer satisfaction