Client Service Agent

What will you do?

• Respond promptly and professionally to inbound client queries via phone, chat, WhatsApp, or email.
• Maintain high-quality service delivery in line with MiWay’s values and industry standards.
• Manage customer interactions efficiently and courteously, providing clear and helpful responses.
• Handle escalations appropriately, ensuring clients feel supported until resolution.
• Contribute to ongoing service improvement by providing client feedback and insights.
• Stay updated on new technologies and service methods to elevate the client experience.

What will make you successful in this role?

Minimum Qualification Required

• Grade 12/Standard 10/NQF 4 
• Relevant RE5 qualification advantageous

Minimum Experience

• Minimum 12 months Call Centre and administrative experience 
• Minimum 12 months in the STI environment and client services experience

Deliverables include, but will not be limited to

• Compliance with the Quality Assurance requirements
• Meet the monthly target on productivity measures.
• Upselling and meet the required Net Premium target.
• Excellent collaboration with other subdepartments to promote client retention.
• Good knowledge of the Miway Products 
• Great performance track record on your measures
• Great customer experience and customer journey
• Efficient in handling chat and calls hybrid system
• Meet the Monthly VAPS and Irefer targets.

Competencies Required

• Excellent Verbal and communication skills
• Quality orientated and organized. 
• Self-disciplined and Self-motivated 
• Analytical and desire to excel. 
• Active listening skills 
• Problem-solving skills and solution-oriented 
• Excellent administrative skills 
• Good communication skills (verbal &written) 
• Able to work flexible hours. 
• Customer focused. 
• Results and Target driven. 
• Teamwork and Professionalism 
• Flexibility 
• Ability to multi-task and cope with pressure 
• Excellent attendance record
• Computer literacy 

Knowledge and Skills

• Customer Service
• Team Support
• Administration
• Quality, compliance and accreditation