Customer Service Consultant - A&G Australia (Night Shift)

Customer Service Consultant - A&G Australia (Night Shift)Applylocations: Gauteng, Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: June 8, 2026 (6 days left to apply)job requisition id: JR105002 Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose. Job Purpose Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer. Responsibilities Customer Management (External and Internal) Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard. Data Collection & Analysis Ask questions, gathers relevant information to assist to resolve customer request. Administration Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs. Up-sell Customer Propositions Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase. Correspondence Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external). Work Scheduling and Operational Compliance Organise own work schedule each day in line with changing priorities. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct. Document Management Create, organise and maintain files containing the correspondence relating to policies and matters. TASKS Capture and update customer information into database systems. Review insurance policy to determine coverage, amend cover or up-sell on additional cover. Organise or work with detailed records, using computers to enter, access, search or retrieve data. BEHAVIORAL COMPETENCIES Customer Focus Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations. Interpersonal Savvy Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds. Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems. Manages Conflict Handles conflict situations effectively, with a minimum of noise. For example, takes a positive approach to conflicts; helps dispel tension; seeks guidance and feedback on managing conflict; delivers controversial viewpoints candidly and sensitively; does not take arguments personally. Drives Results Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude. Being Resilient Rebounds from setbacks and adversity when facing difficult situations. For example, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks. Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing. Decision Quality Makes good and timely decisions that keep the organisation moving forward. For example, seeks coaching from others to address routine problems; learns to handle these issues effectively. Bases decisions and actions on relevant rules and procedures. Ensures Accountability Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. Plans and Aligns Plans and prioritises work to meet commitments aligned with organisational goals. For example, gains a clear understanding of the main tasks needed to complete work in the right sequence. Identifies the support and resources needed to carry out plans; delivers on time at an acceptable quality level. SKILLS Verbal Communication Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies. Numerical Skills Uses an understanding of numerical concepts to perform mathematical operations (but not constant supervision). Computer Skills Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Basic computer skills required, Microsoft Outlook ( Basic) Planning and Organising Works without supervision and provides technical guidance when required on planning, organising, prioritising and overseeing activities to efficiently meet business objectives. Policy and procedures Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives. General STI industry policies and procedures Action Planning Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements. Data Collection and Analysis Works under guidance (but not constant supervision) to analyse data trends for use in reports to help guide decision making. Writing skills Uses clear and effective writing skills to express ideas, request actions and formulate plans or policies. Education Grade 12/ SAQA Accredited Equivalent (Essential); RE 5 (Essential); Wealth Management Qualification (Advantageous) Experience I year call centre experience in the Short term insurance industry (essential) or 3 years call centre experience in Financial services industry. Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.