Purpose of the job
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Attracts potential customers by answering product and service questions, suggesting information about other products and services.
Key Results Areas
Customer Care:
- Respond promptly to customer inquiries either by telephone, electronically or face to face.
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Direct requests and unresolved issues to the designated resource.
- Update customer information on the system and save all customer interactions and transactions.
- Capture customer complaints on the complaints system.
- Communicate and coordinate with internal departments.
- Provide feedback to customer and keep customer informed on outstanding actions.
Treat Customer Fairly (TCF):
- Be the voice of the customer.
- Engage with internal and external with empathy and while adhering to FAIS requirements.
- Listen to the customer and give the customer an opportunity to raise concerns.
Minimum Qualifications & Experience
- Matric / Grade 12.
- FAIS qualification an added advantage.
- Fluent in English and Afrikaans.
- Minimum 2 years of experience in insurance (Customer Services).
- Proven record of customer service experience.
- Excellent communication skills.
- Problem solving aptitude.
- Critical thinking
- Multi-lingual added advantage.
Technical Competencies
- Customer service principles and practices.
- Numeric, oral and written language applications.
- Product knowledge (Financial Services and Burial Services).
- Negotiating and analytical skills.
- Computer literacy, including MS Excel skills.
- Presentation skills.
- Relationship management skills: ability to create and maintain mutually beneficial relationships across a range of areas.
Behavioural Competencies
- Diplomatic but firm.
- Team player and consistent.
- Innovative and independent thinker.
- Ability to motivate and negotiate at all levels.
- Pro-active, self-motivated, results orientated. Resilient, determined and resourceful.
Employment Equity
Two Mountains is committed to transformation and employment equity. Preference will be given to candidates from designated groups, with specific consideration for People with Disabilities.
Applications
Interested candidates are invited to submit their CVs and applications to: HR@twomountains.co.za
Closing Date: 21 August 2026
If you do not hear from us within 14 days after the closing date, please consider your application unsuccessful.
