Junior Contact Centre Agent (6-Month Contract) (Parktown)
Rand Mutual - RMA · Johannesburg, Gauteng
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- As the Junior Contact Centre Agent, you will be reporting to the Team Leader: Contact Centre. You will be required to render client service by responding, processing, and resolving customer requests and queries via telephone and email.
- You will be required to provide clients with information regarding RMA products and reduce risk through adhering to internal processes. You will also be required to deliver a consistent, quality client experience by providing service and support to existing clients.
WHAT YOU WILL DO
Handle customer inquiries both telephonically and by email
- Answer calls and respond to emails
- Maintain desk SLA through adherence to schedules, defined processes and workplan
- Follow-up on customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs and issue reference numbers to customers
- Manage and resolve customer complaints
- Provide customers with accurate product and service information in an efficient manner
- Verify/authenticate client details
- Adhere to compliance and regulatory requirements
- Research required information using available resources
- Update existing customer personal information
- Assist clients to submit claims electronically and complete relevant applications forms.
Identification, escalation and/or referral of queries
- Identify and escalate priority issues
- Identify, escalate and refer queries/calls to the relevant department for action
- Route calls to appropriate resource.
System assistance
- Assist clients with any system related queries i.e. navigation issues, system defects/error/account locked etc. and refer where necessary
- Assist clients with how to upload documents onto the system
- Assist with password reset queries for online services
- Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.
Ad hoc workflow assistance
- Support the Contact Centre team by providing any assistance on client queries as and when necessary.
WHAT YOU'LL BRING TO THE TABLE
- Grade 12/Matric qualification Required
- 1 year experience working in a Contact Centre environment – in a customer service role
- Experience within a medical aid or insurance servicing environment added advantage
- Computer literate – Intermediate - MS Office Suite
- Knowledge of customer service principles and practices
- Data-entry experience and good typing skills
- Experience in Contact Centre telephony and technology
Closing date: 17th August 2026