Short Term Insurance Learnership: Customer Care STI Programme

Telesure Investment Holdings

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Job type

Complete a 12-month Customer Care learnership in the Contact Centre that provides a holistic experience of the customer journey within the Auto & General, First For Women and Dial Direct brands. The learnership program provides training in Customer Care and Claims Capturing

Learning Journey

The learnership program will provide the necessary skills, knowledge and experience to assist clients in the various departments that they engage with: Customer Care, Claims Capturing and Retentions.

Customer Needs Clarification

Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. Ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customer’s stated needs explain the selection to the customer and invite the customer to make a purchase at the standard price/terms and conditions of sale.

Performance Management

Prioritize own workflow and achieve operational requirements and service delivery through effective time and attendance management. Contribute to the achievement of organizational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales and lead targets etc).

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the customer relationship management 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.

Operational Compliance

Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of products and relevant technology, external regulation, and industry best practices through ongoing education.

General Education

Matric / Grade 12 or SAQA Accredited Equivalent (Essential);

General Experience

Call Centre (Advantageous)

Sales (Advantageous)

Customer Care (Advantageous)

Knowledge of Short-term Insurance Industry (Advantageous


Age: 18- 30

Must be fluent in English (Essential)

Must have a clear criminal record.

Must reside in Gauteng.

Must not have participated in a learnership previously

Must not have a Date of First Appointment (DOFA) or have one within the year.

SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

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