Customer Service Agent (X23 Positions)
Health Solutions
⭐ 3.7 out of 5
Location: Centurion, Gauteng
Employment Type: Permanent

Job Overview

Health Solutions, part of the Momentum Group, delivers innovative financial and health solutions through well-known client-facing brands such as Momentum, Multiply (wellness and rewards programme), Guardrisk, and Eris Property Group. The group supports individuals and businesses in achieving their financial goals, protecting what matters most, and planning for the future.

Applicants are encouraged to verify the authenticity of this vacancy via the official company careers page.

Role Purpose

The Customer Service Agent is responsible for delivering professional, high-quality service to clients across multiple service channels, including inbound calls, emails, and walk-in interactions. The role involves addressing client enquiries, concerns, and complaints in line with agreed Service Level Agreements (SLAs), legislative requirements, and compliance standards.

Minimum Requirements

• Grade 12 qualification
• 2–3 years’ experience in a call centre or customer service environment (advantageous)
• Exposure to the medical aid and/or health industry
• Proficiency in English, Afrikaans, and Nguni languages (spoken and written)
• Working knowledge of MS Office

Key Responsibilities

Internal Processes

• Engage professionally with clients and intermediaries to resolve queries within SLAs and quality standards
• Take ownership of complaints and ensure timely and effective resolution
• Provide accurate information and required documentation in line with policy guidelines
• Capture, update, and maintain client records on relevant systems
• Complete all administrative and reporting tasks accurately and within agreed timelines
• Ensure compliance with legislative and regulatory requirements
• Identify, report, and recommend improvements for process or system inefficiencies

Client Service

• Investigate and resolve client queries within agreed service levels
• Escalate unresolved issues to the appropriate departments or stakeholders
• Provide accurate advice and information to ensure effective after-sales service
• Deliver regular service performance reports against SLAs and customer targets
• Build and maintain strong relationships with clients and internal/external stakeholders
• Manage client expectations and deliver consistently on service commitments
• Recommend improvements to enhance client service and fair treatment

People & Collaboration

• Build and maintain positive working relationships with colleagues and stakeholders
• Actively support and contribute to change initiatives
• Continuously develop professional, industry, and legislative knowledge
• Contribute to innovation through sharing and implementing new ideas
• Take ownership of personal growth and career development

Financial Accountability

• Contribute to financial planning within the area of responsibility
• Identify opportunities to improve cost efficiency and operational effectiveness
• Manage company resources responsibly
• Participate in risk identification and provide relevant recommendations

Core Competencies

• Information analysis and documentation
• Clear and confident communication
• Relationship building and rapport establishment
• Professional composure under pressure
• Time management and prioritisation
• Adherence to standards and compliance
• Initiative and problem-solving
• Teamwork and collaboration
• Adaptability and continuous improvement