Call Centre Administration Clerk

Job Title: Call Centre Administration Clerk

Location: Centurion
Reference Number: 709BSCC04
Job Type: Permanent
Employment Equity Position: Yes
Salary: Market-Related

About the Role

We are looking for a Call Centre Administration Clerk to provide administrative support to the external call centre, ensuring seamless communication and accurate processing of client requests. The ideal candidate will be responsible for facilitating policy changes, managing debit order deductions, handling administrative queries, and assisting with complaint resolutions.

This role requires strong organizational, communication, and problem-solving skills, as well as the ability to work efficiently in a fast-paced environment.

Key Responsibilities

Administrative Support

• Process and finalize administrative requests received from the external call centre, including policy additions, premium increases, reinstatements, and changes.
• Ensure debit order deductions and modifications are scheduled and processed correctly.
• Verify and ensure policy changes and corrections are accurately implemented in coordination with relevant departments.
• Provide policy quotations and client information as per call centre requests.
• Maintain accurate records of all voice recordings related to new business and administrative changes on the Secure FTP system.

Communication & Customer Support

• Liaise professionally with external call centres and clients, ensuring timely and effective communication.
• Assist in resolving day-to-day department issues involving clients, colleagues, and third parties.
• Provide voice recordings and feedback to the complaints department when complaints are lodged.
• Distribute non-payment and provisional lapse data to call centres on a monthly basis.

Reporting & Collaboration

• Contribute to collaborative meetings with external call centres and provide reports to management on performance and progress.
• Assist the Quality Assurance Clerk in monitoring and improving call centre processes.
• Compile and submit reports on administrative requests, operational challenges, production, and quality feedback.

Additional Support

• Assist with lead generation activities for specific call centres as required.
• Perform ad hoc administrative duties to support overall operational efficiency.

Minimum Requirements

• Grade 12 (Matric).
• 1 – 2 years of relevant administrative experience (experience in long-term insurance is an advantage).
• Previous call centre experience is beneficial.
• Strong administrative, organizational, and communication skills.
• Ability to work efficiently under pressure and meet deadlines.
• Proficiency in MS Office (Word, Excel, Outlook) and other administrative systems.

Why Join Us?

• Be part of a professional and dynamic team in a supportive work environment.
• Gain valuable experience in insurance administration and client support.
• Competitive remuneration package.
• Opportunities for career development and growth.

If you have strong administrative skills, attention to detail, and a passion for customer service, we encourage you to apply for this exciting opportunity!

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