Service Delivery Agent at Sanlam Group

About the job

At Indie, we’re building world-class financial products for a mobile-native generation. A central part of that vision is building the best customer service experience in the financial services industry. Which is why we’re looking for a driven, organised and experienced Service Delivery Agent to join us on this mission.

Our ideal candidate is someone who is passionate about serving customers, appreciates the difference between “sales” and “service” and is inspired by a fast-paced environment. First and foremost you will be there to listen to our customer’s needs, find solutions and solve problems. We’ll be looking to this team of people to give feedback for process improvement, and be a driving force behind winning new customers and supporting existing ones. We’re looking for hardworking, positive people who have a friendly disposition, and a ‘can do’ attitude.

Job requirements

Responsibilities

• Prioritise and manage customer expectations across a variety of communication channels.
• Accurately and efficiently respond to incoming queries about Sanlam Indie products via phone, live chat and email.
• Ensure the queue and response time on queries are being continually driven down while also maintaining a quality customer experience and striving for first time quality resolutions for customers.
• Provide world class service to all Indie customers and distribution partners, both pre-sale and post-sale.
• Accurately capture instructions received into our internal workflow and policy administration system.
• Constantly seek to discover customer needs and deliver solutions to drive process improvement.

We'd love to meet you if you have/are:

• Grade 12 Certificate
• 3 years frontline customer service experience
• You have access to a reliable and stable broadband internet connection at your place of residence, that will be for your own account
• Ability to work shifts (if required and with reasonable notice)
• Strong planning and organisational skills to balance and prioritise workload
• Excellent and clear written and verbal communication skills (Bonus if you can speak an African language)
• Results-oriented with the ability to multi-task effectively
• Team player capable of working cross-functionally
• Willingness to extend yourself and assist other team members
• Natural ability to empathise, listen attentively and understand complex situations
• You’re comfortable with using technology, learning how to use new apps, software and tools is something you enjoy
• Previous leadership experience (not essential but is plus)

Why Indie?

As a member of the Indie team, you’ll have the opportunity to play a key role in the transformation of the personal finance industry in South Africa. You’ll work with a group of smart, fun people, in an environment where you’ll be given responsibility and freedom to do great work and solve really challenging problems.

What we expect from Indie team members

• We’re looking for people who can communicate extremely well across different mediums and desire to build collaborative relationships and teams.
• Our work is never done, and sometimes the goal posts change more than we’d like, so adaptability, empathy and proactivity are a must.
• Personal accountability and the drive to constantly improve, are key ingredients in our team.