At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of Bright, Agile and True, we take pride in who we are, we’re inspired by why we’re here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.
ROLE SUMMARY
The Plumbing Claims Administrator plays a critical role in ensuring exceptional service delivery to customers and their clients by managing plumbing-related claims with efficiency, integrity, and cost-consciousness. This role involves close collaboration with contractors to uphold service standards, offering guidance and support to help them meet expectations. The administrator is responsible for overseeing the full lifecycle of plumbing claims, ensuring timely resolution, accurate documentation, and proactive communication to all stakeholders.
If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!
QUALIFICATIONS
- Minimum: Grade 12 or equivalent NQF level 4
- Advantageous: Diploma, Certificate or Accreditations in Business Administration.
EXPERIENCE
- Experience with customer service and contractor liaison.
SKILLS & KNOWLEDGE
- Computer literate
- Basic proficiency in MS Office products.
- Strong verbal and written communication skills (English) and active listening skills.
- Customer orientated and ability to adapt/respond to different types of scenarios/situations.
- Ability to prioritize and manage multiple tasks.
- Shows resilience by maintaining composure and effectiveness in high-pressure environments.
- Effective time management and ability to produce high quality work.
- Meticulous and strong attention to detail skills while dealing with high volumes of work.
- Knowledge of plumbing industry and terminology would be advantageous.
RESPONSIBILITIES
Operational:
- Ensure customers and their clients receive the best possible service.
- Manage all plumbing claims efficiently, frugally and with integrity.
- Effectively manage large amounts of incoming calls.
- Identify and assess customers’ needs to achieve customer satisfaction.
- Build sustainable relationships of trust with our customers and their clients.
- Provide accurate, valid and complete information using the correct procedures/guidelines.
- Handle queries and complaints, provide appropriate solutions and alternatives, within the Service Level Agreements (SLAs), including follow up to ensure resolution.
- Effectively manage large volumes of processing related to operational requirements.
- Ensure to follow the SLAs and all related policies/procedures.
- Keep up to date with all changes related to the operational requirements and ensure they are implemented.
- Drive SLA and TAT adherence through proactive communication and follow-up with both contractors and clients.
- Support and coach contractors to ensure they assist us in providing the best possible service.
BENEFITS
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.
Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.