Moladira Skills.
Position: Client Service Consultant (Gap Cover).
Location: Roodepoort, Gauteng.
Type: Contract.
Posted: 02 December 2025.
Closing: 08 December 2025.
Job Details
Experience Level: Entry
Industry: Medical Healthcare
Function: Customer Service
Purpose of the Role
To assist members and stakeholders by resolving medical aid–related queries within a call centre environment.
Experience
Minimum of 3 years’ call centre experience, preferably within the medical industry.
Experience with Gap Cover and PHI is advantageous.
Qualifications
Matric.
A Call Centre or Customer Service qualification is beneficial.
RE5 certification is required.
Key Responsibilities
Client Service & Quality
Follow established procedures and collaborate with peers and supervisors to deliver excellent service.
Compliance & Risk
Ensure all legal, statutory, and regulatory requirements are met.
Adhere to risk and governance frameworks and take corrective action when needed.
Financial Management
Support departmental cost-saving initiatives to help achieve financial targets.
Operational Duties
Respond to telephone, email, and web queries within agreed service levels.
Direct escalated queries to the correct department.
Manage hospital claim queries in a professional manner.
Capture information accurately and maintain high-quality communication with clients.
Assist with additional departmental tasks when required.
Work collaboratively with team members to achieve objectives.
Resolve operational issues and escalate unresolved problems appropriately.
Ensure service delivery targets are achieved.
Strategy Execution
Stay informed about operational updates and changes.
Deliver work that aligns with quality standards and departmental priorities.
Apply best practices and identify opportunities for ongoing improvement.
Operational Leadership
Perform duties in line with Human Capital policies and standards.
Participate in coaching, development, and mentoring activities.
Promote diversity and reflect Afrocentric values in daily conduct.
Stakeholder Management
Build strong, informative relationships with customers and stakeholders.
Manage complaints professionally according to company policies to ensure satisfaction.
Role-Specific Outputs
Manage daily customer interactions for Sanlam Gap products.
Provide support across multiple communication channels.
Handle complex queries with empathy and professionalism.
Communicate effectively via phone and written correspondence.
Competency Requirements
Knowledge:
Call centre technology
Scheme rules and contract terms
Relevant legislation
Internal processes and procedures
Skills:
Business writing
Strong verbal communication
Computer proficiency
Task management
Adobe Creative Suite
Data analysis and evaluation
Problem-solving and decision-making
High attention to detail
Numerical aptitude
Customer service orientation
Systems knowledge
Strong interpersonal and relationship-building skills
Ability to work effectively in a fast-paced environment