Customer Service Agent – Dis-Chem Life (Johannesburg, Gauteng).
Permanent | Client Experience Division | Insurance Industry.
Purpose of the Role
This position exists to deliver meaningful and memorable customer experiences. The Client Services Consultant is a vital part of the customer journey, helping turn moments of uncertainty into reassurance through warm, intentional, and helpful service. Every interaction is an opportunity to build trust, resolve concerns, and leave the customer feeling valued and supported.
Role Overview
The Client Services Consultant handles a variety of customer enquiries — from policy updates and benefit questions to guiding clients through life changes. The role requires excellent communication, accuracy, emotional intelligence, and the ability to stay calm and solutions-focused in a busy environment. Success means providing service that is quick, accurate, and personal, strengthening customer loyalty and trust in the Dis-Chem Life brand.
Why This Role Matters
Your work has real impact on customers’ lives
Supportive team culture built on care, integrity, and high performance
Strong opportunities for career growth in a rapidly expanding business
Training and tools provided to help you succeed
Key Responsibilities
Deliver exceptional service: Engage customers via phone, email, and digital channels with empathy, clarity, and professionalism.
Resolve queries quickly and accurately: Handle requests such as billing queries, policy amendments, product questions, and escalations within set service levels and compliance rules.
Guide clients through important life events: Offer proactive advice on policy adjustments, benefits, and upgrades.
Create memorable experiences: Go beyond basic service — anticipate customer needs, follow up proactively, and show genuine care.
Protect the customer and brand: Apply TCF principles, ensuring fair, ethical, and customer-centred interactions.
Maintain detailed records: Capture all interactions clearly and correctly on CRM systems while meeting QA and compliance standards.
Collaborate with internal teams: Work seamlessly with departments like Claims, Underwriting, Sales, QA, and Product to ensure smooth resolutions.
Balance quality and performance: Achieve service excellence scores while also reaching productivity targets like first-call resolution and response time.
Support improvement efforts: Flag recurring issues, broken processes, or customer pain points and propose improvements.
Represent the brand: Uphold Dis-Chem Life’s values of care, integrity, accountability, and performance in every interaction.
Soft Skills Needed
Warm, empathetic personality
Energetic, self-driven, and target-oriented
Strong sense of ownership and initiative
Highly organised and detail-focused
Good judgment and decision-making ability
Emotionally mature and resilient
Team player who contributes positively to the work environment
Skills & Experience
2–3 years’ experience in customer service or call centres, ideally in insurance or financial services
Strong written and verbal communication skills
Passion for helping people
Ability to stay calm under pressure
Good listening, problem-solving, and analytical abilities
Able to multitask in a busy environment
Proficient in Microsoft Office (Word, Excel, Outlook)
Bilingual
Reliable transport (due to shifts and alternate Saturdays)
Qualifications
Matric
Clear criminal and credit checks
FAIS/RE5 certification is a plus