Contact Center Urgent

Contact Centre Agent Inbound
775 reviews

Pretoria, Gauteng

Contact Centre Agent Inbound
Sanlam – Pretoria, Gauteng

Who are we?
Sanlam Corporate Cluster comprises of the two existing businesses – Sanlam Employee Benefits (SEB) and Sanlam Health Management (SHM) and the soon to be established Sanlam Corporate Solutions. These businesses enhance our corporate business offering through providing integrated solutions for corporate clients both in South Africa and across the African continent by providing tailored solutions to targeted corporates. SEB CORE specializes in retirement fund administration to institutional retirement funds spread over a number of industries and services from large single employer run stand-alone funds to multi-employer umbrella funds. This business unit is also responsible for ongoing client servicing ranging from board of Trustees, Employers, Intermediaries and Employees. It is also responsible for the IT deliverables and digital strategy for Sanlam Employee Benefits. What will you do?
Effective servicing of clients via telephone, mail and walk-in interactions with all retirement fund administrative matters
Adhering to the implemented processes, policies and procedures and keeping to all service level agreements
Handling of general information requests from clients in a professional, effective and efficient manner
Nurture and build strong relationships with internal and external clients
Accurately updating of member information on system
Support and contribute toward the Sanlam Digital Strategy
Ensures the quality of service exceeds customer expectations
Refers calls to appropriate departments only if unable to solve query appropriately
Deals with more complex queries, which often entail amendments to payments made
Provides accurate product information to clients in line with standards and protocols What will make you successful in this role?
Experience in a contact centre environment
Knowledge of Employee Benefits and the Pension Funds Act
Excellent interpersonal, verbal and written communication skills, especially telephone etiquette
Drive towards client services
Conceptual thinking skills with an ability to interpret business processes
Able to handle difficult clients and resolve client matters
Self-motivated with a strong focus on delivery
Positive, innovative, energetic and a strong team player
Able to work fast and accurate under pressure
Client focussed and flexible to adapt
Diligent and detail-focused Qualification and Experience Degree or Diploma or Grade 12 with 3 to 5 years related experience. Knowledge and Skills Customer Service Reporting and Administration Quality, Compliance and Accreditation Business Processes Team Support Personal Attributes Communicates effectively – Contributing independently Action orientated – Contributing independently Decision quality – Contributing independently Optimises work processes – Contributing independently Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its business clusters – Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office – the group provides many opportunities for growth and development. Core Competencies Being resilient – Contributing independently Collaborates – Contributing independently Cultivates innovation – Contributing independently Customer focus – Contributing independently Drives results – Contributing independently Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Our commitment to transformation
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group’s Employment Equity plan and targets will be considered as part of the selection process.

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