{"id":4177665,"url":"https://alion.io/job/sanlam-client-support-specialist-centurion","title":"Client Support Specialist (Centurion)","company":{"id":2194082,"name":"Sanlam","domain":"sanlam.com","url":"https://alion.io/company/sanlam-co-za","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":3,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Centurion, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-12T16:31:46Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T16:31:46Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Purpose of the Role\nTo provide overall support to the Client Relations Manager and execute on the day-to-day tasks as required. To independently manage high-impact service and complaint cases by acting as a primary point of contact for escalated or specialised client needs, while identifying recurring issues and contributing to improvements in processes, controls, and customer journeys. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.\nOverview of Role Responsibilities (Level 1-13)\nCustomer Service- Level 4 - Process Expert\nTo support the Client Relations Managers in the delivery of client service excellence. Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems. Preparation of new business documents, agenda packs, etc. Distribution of electronic benefit statements and updating share-point accordingly. Preparation of meeting agendas and reports and follow-up of action items. Effective handling and managing of telephone and email queries. Perform to a high standard and be prepared to develop in the role. Undertake additional training as required to fulfil the role. Actively participate in internal forums, training, and social events. Assistance with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.\nProduct/Service Information- Level 4 - Process Expert\nProvide advanced product/service information and respond to basic customer questions about the product/service.\nResolving Customer Issues- Level 4 - Process Expert\nRespond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.\nCustomer Relationship Management (CRM) Data- Level 4 - Process Expert\nSchedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Provide support to clients on Client portal for all transactions (contributions, claims, statements and reporting. Member app/web - actively promote members to make use of the app/web\nCustomer Relationship Management / Account Management- Level 4 - Process Expert\nDistribution of electronic benefit statements and updating CRiSP accordingly. Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints. Actively behave in a manner required to establish, maintain, and advance business and stakeholder relationships. Establishes and develop relationships with internal and external stakeholders to maintain client satisfaction.\nRequired Skills\nMasters Service Conversations - Intermediate\nWorks at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.\nNavigates Customer Challenges - Intermediate\nWorks at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.\nBuilds Customer Loyalty - Intermediate\nWorks at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.\nStrengthens Customer Connections - Intermediate\nWorks at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.\nCustomer Service Delivery - Intermediate\nWorks at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance.\nMaintains the Relationship - Intermediate\nWorks at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.\nGeneral Experience\nMinimum of 2-3 years experience in client services. Minimum of 1-2 years relevant experience in the Employee Benefits industry. Good proficiency in Microsoft Office. Needs to understand, write, and speak fluent English. Sound experience and understanding of straightforward procedures or systems (Minimum 1 year). Knowledge of legislation applicable to the retirement fund industry. Previous retirement fund experience will be advantageous. Certificate of Proficiency will be advantageous. Knowledge of internal workflow systems and Client Portal will be advantageous. Proficiency in MS Office (Word, Excel and Outlook)\nManagerial Experience\nNot applicable\nEducation\nTertiary Qualification\nRequired Behavioural Competencies\nAction Oriented\nCommunicates Effectively\nCustomer Focus\nManages Complexity\nEnsures Accountability\nInterpersonal Savvy","description_format":"text","description_chars":5579,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Asset Management & Funds","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-11-12T16:31:46Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":3,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-11-12T19:21:57Z"},"pay":null,"html_url":"https://alion.io/job/sanlam-client-support-specialist-centurion","json_url":"https://alion.io/job/sanlam-client-support-specialist-centurion.json","meta":{"generated_at":"2026-11-12T19:21:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":40796,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2194082},"rest":"https://alion.io/mcp/rest/get_company?id=2194082"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsanlam-client-support-specialist-centurion"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsanlam-client-support-specialist-centurion"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsanlam-client-support-specialist-centurion"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sanlam-client-support-specialist-centurion\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsanlam-client-support-specialist-centurion"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4177665}},{"tool":"search_jobs","arguments":{"company":"sanlam.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4177665},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}