Customer Service Consultant

Job Description

Join Telesure Investment Holdings as a Customer Service Consultant, where you’ll play a pivotal role in delivering exceptional support to clients seeking insurance solutions. In this dynamic position, you’ll engage with customers to process claims, update policy details, and provide insights on additional benefits, ensuring their needs are met with professionalism and efficiency. Your ability to resolve inquiries on the first call and upsell relevant products will contribute to TIH’s mission of providing peace of mind to South Africans. This role offers an opportunity to grow within a leading financial services group known for innovation and customer-centricity.

Requirements

• National Certificate (Grade 12) or SAQA Accredited Equivalent
• Ability to develop working knowledge of TIH’s policies, procedures, regulatory codes, and codes of conduct
• Willingness to participate in ongoing education, conferences, and specialist media to maintain industry knowledge

Responsibilities

• Obtain and capture information from insured or designated persons to settle claims with the insurance carrier
• Assist with administrative amendments such as updating policyholder details, addresses, or banking information
• Provide information and insights on policies, additional benefits, and upsell products to customers
• Manage customers by performing standard activities to achieve first-call resolution and meet customer requests per TIH standards
• Ask questions and probe for clarity to gather relevant information for resolving customer requests
• Identify and explain products or services that best meet the customer’s stated needs to influence purchases
• Respond to routine customer requests via telephone or email and create customized responses for unusual requests
• Update policy information, including changes to addresses, policyholder details, or banking information, in line with claims policy, rules, and SLAs
• Work according to an assigned schedule and adhere to mandatory procedures to ensure quality standards
• Develop own capabilities through assessment, development planning, formal and informal training, and coaching