Job Description

Closing Date 2025/05/01
Reference Number MMH250331-5
Job Title Temporary Service Consultant: Call Centre and Correspondence
Position Type Temporary
Role Family Client Services
Cluster Momentum Health
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Eastern Cape
Location - Town / City Gqeberha
IntroductionThrough our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role PurposeThe purpose of this temporary role is to deliver a 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, until 31 December 2025.
Requirements

• It is essential to have a National Senior Certificate (Bachelor's pass with Mathematics or Mathematical Literacy as a Grade 12 subject highly advantageous)
• It would be an advantage to have completed a business-related tertiary qualification
• 1 - 2 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices is highly advantageous
• Language proficiency in English and either IsiXhosa, Setswana or Sesotho
• MS Office 365 proficiency

Duties & Responsibilities

• 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.

Competencies

• Verbal and written communication
• Service orientation
• Problem solving
• Self-disciplined
• Detail-oriented
• Prioritisation
• Teamwork and collaboration
• Adaptability
• Display initiative

PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Group