Sanlam Is Hiring: Contact Centre Consultant – South Africa


What will you do?

Receive client queries and complaints
Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
Displaying positive attitude towards stakeholders and colleagues
Client queries resolved within agreed timelines

Client queries escalated to next level of expertiseImproved 1st call resolutions when handling queriesPerform operational transactionsEnsure that 100% of work(policy information and simple changes) is accurately processed within agreed SLAHandling client emails within the agreed SLAAchieve > 95% on all evaluation transactionsEnsure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)

Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc)

Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc)100% attendance of scheduled training on product, process and systemsA pass rate of 90% achieved on all product assessments100% competence on all systemsEnsure error rate of 1% on all interactions

What will make you successful in this role?

Qualification & experience

Diploma or Degree is an advantage

Knowledge and skills

COP is an advantage

At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sectorComputer literacyMS OfficeBasic Insurance understandingBe able to speak English, Afrikaans and at least 2 other national African languagesProduct knowledge


Adapting and responding to change
Coping with pressures and setbacks
Interpersonal sensitivity
Client service orientation
Listening skills
Telephone etiquette
Written and verbal communication skills (Speaking knowledge of English, Afrikaans and at least 2 other national African languages)
Personal Attributes
Communicates effectively – Contributing dependently
Decision quality – Contributing dependently
Action orientated – Contributing dependently
Optimises work processes – Contributing dependently

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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies
Cultivates innovation – Contributing dependently
Customer focus – Contributing dependently
Collaborates – Contributing dependently
Being resilient – Contributing dependently
Drives results – Contributing dependently

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