“Customer Resolution Technical Specialist | Apply Now!”

Full-time

MiWay Insurance Limited

About MiWay

MiWay is a direct financial services company that focuses on providing superior value products to clients. As part of the Sanlam Group, MiWay is committed to service excellence and offers a range of financial products and services managed entirely online for our customers’ convenience. At MiWay, we uphold the core values of Energy, Freedom, Accountability, and Attitude, and we strive to maintain a positive, solution-oriented environment. If you are enthusiastic, love a challenge, and have the courage to be bold, MiWay could be the perfect place for you!

Job Description

We are looking for a Customer Resolution Technical Specialist to join our team at MiWay in Midrand. This role requires an individual who thrives in resolving technical customer complaints and has the ability to handle complex issues efficiently. As a Customer Resolution Technical Specialist, your main responsibility will be to investigate and resolve customer complaints related to vehicle damage, ensuring all decisions are fair, accurate, and timely.

If you have experience in the motor industry, technical complaint resolution, and vehicle repairs, we encourage you to apply. You will be involved in both desktop and on-site investigations, and your expertise will play a key role in maintaining customer satisfaction and building long-term client relationships.

Key Responsibilities

As a Customer Resolution Technical Specialist, your duties will include:

🔍 Investigation and Resolution:

  • Investigate technical complaints related to vehicle damage.
  • Review damages and assessment reports to make informed decisions on complaints.
  • Perform both desktop and on-site investigations to assess the quality of repairs.

💬 Customer Relations:

  • Effectively manage customer expectations by providing clear, timely feedback.
  • Resolve customer complaints in an efficient, fair, and customer-centric manner.
  • Build and maintain strong relationships with customers and service providers.

🛠️ Technical Assessments:

  • Accurately validate vehicle repairs, ensuring that all work meets quality standards.
  • Evaluate service providers’ performance, including quality and turnaround times.
  • Assess claims and make reasonable cost-related decisions while considering the client’s needs.

📑 Administrative and Reporting Tasks:

  • Maintain accurate records and documentation related to complaints and resolutions.
  • Provide detailed reports on investigation findings and resolutions.
  • Ensure timeous follow-ups with clients and service providers.

Minimum Requirements

To succeed in this role, the following qualifications and experience are required:

  • 🎓 Qualification:

    • Grade 12 or SAQA accredited equivalent (Essential)
    • VDQ (Vehicle Damage Quantifier) Qualification (Preferred)
    • Mechanical Engineering / Panel beating N2/N3 level (Advantageous)

  • 💼 Experience:

    • 2 – 4 years of work experience in a related role, such as:
      • Workshop or motor industry experience
      • Front-line client relationship experience in a panel-beating environment
      • Experience dealing with technical complaints
      • Practical experience in panel beating, spray painting, mechanical, and electrical work
      • Experience assessing at a short-term insurer or in estimating within a panel-beating environment.

Key Skills and Competencies

To excel in the Customer Resolution Technical Specialist role, you will need:

  • 🚗 Knowledge of Vehicle Repairs: Strong understanding of vehicle repairs and insurance industry standards.
  • 🗣️ Communication Skills: Excellent verbal and written communication abilities to manage customer queries and provide clear explanations.
  • 📊 Problem-Solving Skills: Strong analytical skills to assess situations and make fair decisions.
  • 💡 Customer Focus: Ability to handle customer complaints professionally and effectively.
  • ⏳ Time Management: Ability to manage multiple tasks in a fast-paced environment while ensuring deadlines are met.
  • 🧮 Attention to Detail: Keen eye for accuracy in assessments and documentation.
  • 💻 Proficiency in MS Office: Must be comfortable using Excel and Word for reporting and administration.
  • 🔄 Follow-up Skills: Strong focus on timeous feedback and follow-ups to ensure customer satisfaction.

Why Join MiWay?

MiWay offers a collaborative and dynamic working environment where employees are supported to achieve both their professional and personal goals. Here’s what you can expect from joining our team:

  • 🌱 Career Development: Opportunities for growth and continuous learning.
  • 💼 Competitive Compensation: Enjoy a market-related salary with performance-based bonuses.
  • 🤝 Inclusive Culture: MiWay is committed to creating a diverse and inclusive workforce that reflects the demographics of South Africa.
  • 🏢 Modern Work Environment: Join a thriving company that prioritizes work-life balance and employee well-being.

How to Apply

Ready to join our team? To apply for the Customer Resolution Technical Specialist position, submit your application by filling out the form and uploading your updated CV and cover letter. The closing date for applications is 11 March 2025.

Apply Now

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TIPS for CV Related to This Post

Here are some CV tips to help you stand out for this position:

  • Highlight Relevant Experience: Showcase any experience you have in the motor industry, especially dealing with vehicle repairs and customer complaints.
  • Certifications and Qualifications: Ensure you list your VDQ Qualification and any mechanical engineering or panel beating certifications.
  • Emphasize Communication Skills: Demonstrate your ability to communicate effectively, especially when resolving customer issues.
  • Problem-Solving Abilities: Highlight any examples of your problem-solving skills, particularly in technical or customer service contexts.
  • Attention to Detail: Focus on your ability to handle technical assessments with accuracy and thoroughness.

By following these tips, you’ll be sure to present a strong CV tailored to this exciting opportunity at MiWay.