Customer Service Representative – Health, Gap & Pet Insurance

Oneplan Insurance

Are you passionate about customer service and helping people through meaningful interactions every day?

Oneplan Insuranc e is looking for professional, energetic, and customer-focused Customer Service Representatives to support our growing client base across:

• Health Insurance
• Gap Cover
• Pet Insurance

This role is ideal for individuals who thrive in a fast-paced service environment and enjoy assisting clients through multiple communication channels.

About the Role

The Customer Service Representative will provide day-to-day client support and service assistance across various communication channels, including:

• Inbound voice calls
• Inbound WhatsApp communication
• Inbound digital and email communication

The role includes handling service-related enquiries, assisting with policy administration, supporting basic claims capturing processes, and ensuring an exceptional customer experience.

Key Responsibilities

• Handle inbound customer service enquiries professionally and efficiently
• Assist clients with:
• Policy enquiries
• General product information
• Policy amendments and updates
• Claims support and basic claims capturing
• Membership and dependant updates
• Escalation logging and follow-ups
• Respond to inbound WhatsApp, email, and digital communication within service level agreements
• Ensure accurate capturing of customer information and interactions
• Deliver excellent customer service aligned with Treating Customers Fairly (TCF) principles
• Resolve client queries effectively while maintaining professionalism and empathy
• Work collaboratively with claims, underwriting, sales, and operational teams
• Maintain quality and compliance standards during all client interactions

Minimum Requirements

• Matric / Grade 12
• Minimum 1–2 years’ experience in:
• Customer service
• Call centre support
• Insurance administration
• Medical aid or health insurance servicing
• Experience dealing with inbound customer queries
• Strong written and verbal communication skills
• Computer literacy and ability to work across multiple systems
• Experience in insurance, healthcare, or financial services advantageous
• Claims administration or claims capturing experience advantageous

Skills & Competencies

• Strong customer service orientation
• Excellent communication and listening skills
• Ability to manage difficult conversations professionally
• Strong attention to detail
• Good administrative and multitasking ability
• Ability to work under pressure in a fast-paced environment
• Professional email and WhatsApp etiquette
• Problem-solving and conflict-resolution skills
• Team player with a positive attitude

Why Join Oneplan?

• Opportunity to work within a growing and innovative insurance environment
• Exposure to multiple insurance product lines
• Supportive and team-oriented culture
• Career growth and development opportunities
• Meaningful role focused on customer experience and service excellence