• Professionally attend to and manage client complaints received telephonically and via email/mailbox.
• Accurately capture, update, and maintain complaint records on Microsoft D365.
• Investigate, resolve, and escalate complaints in accordance with standard operating procedures and service level agreements.
• Liaise with relevant stakeholders to ensure effective resolution of complaints and continuous service improvement.
• Monitor complaint progress and ensure timely follow-up and closure.
• Provide comprehensive administrative support, including document compilation, information consolidation, reporting, diary management, and record keeping.
• Identify recurring complaint trends and provide feedback to support continuous improvement initiatives.
• Participate in ad hoc projects and perform general administrative duties as required.
• Deliver exceptional client service and ensure a first-time-right approach in all interactions.

• Grade 12 / Matric certificate (essential).
• A qualification in Administration or a related field will be advantageous.
• Minimum of 2–4 years' experience in an administrative role.
• Proven customer service experience.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience working with complaint management systems or CRM platforms (e.g., Microsoft D365) will be advantageous.
• Insurance industry knowledge and understanding of insurance processes will be beneficial.

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Analytical thinking and problem-solving ability.
• Effective planning, organising, and time management skills.
• Attention to detail and high levels of accuracy.
• Ability to work under pressure and meet deadlines.
• Strong interpersonal and relationship-building skills.
• Conflict resolution and negotiation skills.
• Teamwork and collaboration.
• Results-driven with a strong sense of accountability.
• Information gathering and investigative skills.
• High level of professionalism and organisational commitment.