Sanlam is a trusted name in financial services across Africa, renowned for our commitment to empowering individuals and businesses through innovative financial solutions. We are excited to offer an opportunity for talented individuals to join our dynamic team as Call Centre Agents at our Diep River office in Cape Town.
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Who We Are
At Sanlam Fintech, a cutting-edge division of the Sanlam Group, we are on a mission to democratize financial advice and solutions. Our goal is to create inclusive financial confidence for individuals across the African continent. Our culture thrives on agility, innovation, and collaboration, fostering a fast-paced environment where creativity and ideas flourish.
By joining Sanlam, you are not just taking a job; you are stepping into a career that supports growth, values individuality, and prioritizes excellence.
What Does the Role Entail?
As a Call Centre Agent, you will play a pivotal role in delivering exceptional customer service. Your primary responsibility will be to manage all aspects of insurance claims for customers efficiently and effectively. This includes liaising with insurance companies, utilizing our IT systems to ensure accuracy, and consistently exceeding customer expectations.
Key Responsibilities:
- Resolve customer queries received through inbound calls with professionalism.
- Provide detailed product and service information to customers.
- Ensure first-time resolution of customer complaints and issues.
- Build and maintain strong stakeholder relationships.
- Comply with company policies, governance standards, and service-level agreements.
- Promote Sanlam products and identify opportunities to upsell services.
What Sets You Up for Success?
Success in this role is driven by a passion for customer service, teamwork, and a commitment to excellence. Here’s what will make you thrive in this position:
- Service Excellence: Upholding a culture of exceptional service to meet and exceed customer expectations.
- Team Collaboration: Demonstrating teamwork and contributing to a positive work environment.
- Innovation: Identifying and implementing faster, more accurate ways of working.
- Customer-Centric Approach: Addressing customer needs with empathy and precision.
- Accountability: Taking ownership of responsibilities and ensuring timely follow-up on tasks.
Required Qualifications and Experience
To join our team as a Call Centre Agent, you should meet the following criteria:
- A Grade 12 certificate (matric qualification).
- A minimum of 2 years’ experience in a customer service or call centre role.
- A FAIS Qualification (mandatory).
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Knowledge and Skills We Value
At Sanlam, we empower our agents with the tools and knowledge to excel. The following skills are essential for the role:
- Cost Awareness: Demonstrating awareness of productivity and managing resources effectively.
- Risk Management: Identifying and escalating potential risks to reduce costs and ensure compliance.
- Process Improvement: Continuously seeking ways to enhance efficiency and customer satisfaction.
- Product Knowledge: Staying up to date with Sanlam products and providing expert advice to customers.
- Stakeholder Engagement: Building strong relationships to achieve work expectations.
- Compliance: Adhering to governance standards and service-level agreements.
Why Choose Sanlam for Your Career?
Sanlam is more than a workplace—it’s a launchpad for your aspirations. With our diverse business clusters, including Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Santam, and MiWay, you’ll have access to unparalleled opportunities for career growth and personal development. We believe in nurturing talent and helping our employees realize their full potential.
Application Process and Turnaround Time
The shortlisting process begins once the application deadline has passed. Timelines depend on the progress of candidates through the selection stages and the availability of team leaders. Rest assured, we are committed to a fair and efficient hiring process.
