Johannesburg: Client Services Agent

About the Role

The Client Services Agent role exists to create meaningful, memorable experiences for every customer who reaches out for support. As part of the client journey, the Client Services Consultant plays a critical role in turning moments of uncertainty into moments of care where queries are resolved with warmth, service is delivered with intention, and every conversation is an opportunity to deepen trust.

Key Responsibilities

• Engage with clients across multiple touchpoints (phone, email, digital) with empathy, clarity, and professionalism.
• Resolve Queries with Ownership and Urgency – Accurately resolve a wide range of client requests, including policy updates, benefit queries, billing issues, product clarifications, and escalations within agreed service levels and in alignment with compliance standards.
• Act as a Trusted Guide Throughout the Customer Lifecycle – Support clients through key life events by proactively advising them on policy changes, available benefits, and relevant product upgrades.
• Create WOW Moments Consistently – Go beyond transactional service. Surprise and delight clients by anticipating their needs, following up without being prompted, and showing real care in the small moments that matter.
• Protect the Customer and the Brand – Act as a guardian of Treating Customers Fairly (TCF) principles, ensuring that all interactions are ethical, transparent, and in the customer’s best interest. Always seek solutions that are sustainable and customer centric.
• Maintain Accurate Records and Admin Discipline – Capture all client interactions clearly, completely, and accurately in the CRM/system of record. Ensure every touchpoint is traceable and meets internal QA and compliance requirements.
• Collaborate Across Teams for Seamless Resolution – Work closely with other internal teams (Claims, Underwriting, Sales, QA, Product) to ensure clients receive joined-up, timely responses — without needing to repeat themselves or feel passed around.
• Balance Quality with Performance Targets – Deliver consistently high service scores (CSAT, NPS) while also achieving key productivity metrics (first-call resolution, response times, call handling volumes).
• Continuously Improve the Client Experience – Identify pain points, recurring issues, or broken processes and escalate these insights for product, process, or training improvement. Be a voice for the customer internally.
• Uphold Our Brand Values in Every Interaction – Embody Dis-Chem Life’s values of care, integrity, performance, and accountability, always representing the brand with pride and purpose.

Requirements

• 2–3 years customer service or call centre experience in insurance or financial services.
• Excellent verbal and written communication skills.
• Outstanding customer service skills and a genuine passion for helping others.
• Ability to remain calm and professional under pressure.
• Strong listening, problem-solving, and analytical skills.
• Time management skills and ability to multitask in a fast-paced environment.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Must be bilingual.

Qualifications

Matric