Customer Excellence Specialist

  • Sandton, Johannesburg, South Africa
  • Full-Time
  • On-Site
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Job Description:

ABOUT US:

Pineapple Tech PTY LTD is a dynamic and innovative short-term insurance company dedicated to transforming the insurance landscape through simplicity, transparency, and accessibility. We are at the forefront of integrating cutting-edge technology and data-driven strategies to ensure the highest standards of integrity and efficiency in our services.As we continue to grow, We are currently seeking a professional and experienced Customer Excellence Specialist to join our dynamic and growing organisation.

KEY PURPOSE OF THE JOB:

Customer Excellence Specialist at Pineapple Tech PTY LTD is responsible for providing exceptional service to high-value clients by managing queries, resolving issues efficiently, and ensuring operational excellence. This role acts as a liaison between customers, internal teams, and management to maintain customer satisfaction and foster long-term relationships. The agent contributes directly to the success of Pineapple's Customer Excellence function by ensuring each interaction upholds Pineapple's customer service delivery.

MINIMUM REQUIREMENTS:

Required Education and Experience:

  • Degree or Diploma in Customer Service, Business Administration, FAIS or related field
  • Class of Business: RE5
  • 1–3 years in customer service or administrative support roles, preferably within financial services or insurance.

Preferred Education and Experience:

  • NQF Level equivalent of the above
  • Experience working in the Banking or Insurance sectors

Additional Requirements

  • Excellent verbal and written communication skills.
  • Strong organizational, problem-solving, and multitasking ability.
  • Familiarity with CRM platforms and Microsoft Office Suite.
  • Ability to work under pressure while maintaining professionalism and accuracy.

COMPETENCIES:

Technical competencies

  • Customer Relationship Management (CRM)
  • Query Resolution and Escalation Handling
  • Policy and Account Administration
  • Data Accuracy and Documentation
  • Compliance and Quality Control

Generic Competencies

  • Communication and Team Collaboration
  • Analytical and Problem-Solving Ability
  • Time Management and Organization
  • Adaptability and Initiative
  • Customer Service Orientation

Attributes

  • Professional and Ethical
  • Detail-Oriented and Reliable
  • Calm and Composed Under Pressure
  • Customer-Focused and Empathetic
  • Proactive and Accountable

KEY RESPONSIBILITIES (KPAs) of the job:

Key Performance Area

Customer Support and Query Resolution

  • Handle inbound and outbound communications for Customer Excellence clients, ensuring prompt and professional query resolution.
  • Provide accurate policy information, resolve issues, and follow up to confirm satisfaction.
  • Manage escalations effectively while maintaining a positive customer experience.
  • Update CRM systems with complete and accurate customer interaction records.

Account Maintenance and Documentation

  • Process policy updates, cancellations, and amendments efficiently and in accordance with company procedure.
  • Ensure all customer details and documentation are accurately captured and securely stored.
  • Support the Customer Excellence Manager in maintaining account performance data and client reports.
  • Verify account compliance with internal and external audit requirements.

Query ResolutionCross-Functional Collaboration

  • Liaise with internal departments, including Claims, Underwriting, and

    Retentions, to facilitate query resolution.

  • Escalate and track service delivery issues requiring management intervention.
  • Assist the Customer Excellence Team Manager with reporting, follow-ups, and client communication initiatives.
  • Contribute to improving workflows by sharing insights from client feedback.

Compliance and Quality Assurance

  • Ensure adherence to FAIS, RE5, and Treating Customers Fairly (TCF)

    principles in every interaction.

  • Participate in QA assessments to maintain high communication and documentation standards.

  • Protect customer data and maintain confidentiality in line with POPIA.

  • Identify compliance gaps and escalate concerns proactively.

Continuous Improvement and Professional Growth

  • Participate in training and development sessions to enhance product,

    system, and compliance knowledge.
  • Identify areas of improvement within customer service processes and propose innovative solutions.
  • Contribute positively to the team's performance and morale by sharing best practices.
  • Stay informed about industry trends and Pineapple's evolving product offerings.