Professional Service Agent

Professional Service Agent (Fixed-Term Contract)

Reference Number: PPS250718-7
Location: Parktown, Johannesburg, Gauteng, South Africa
Closing Date: 25 July 2025
Job Type: Fixed-Term Contract
Business Unit: PPS Mutual
Department: PPS Mutual Operations

Purpose of the Role

The Professional Service Agent will report to the Team Manager: PPS Operations and is responsible for delivering a high standard of professional service to PPS members and affiliated parties. The role operates within an inbound contact centre environment on a rotational shift basis, including night shifts.

Minimum Requirements

Qualifications

Matric (Grade 12) — essential
A 3-year tertiary qualification (Degree, BTech, or National Diploma) in a business-related field — essential

Experience

Minimum of 2 years’ experience in an administrative or business coordination role
Intermediate knowledge of the life assurance or financial services industry

Computer Literacy

Proficient in MS Office (Word, Outlook, Excel, PowerPoint, Visio, Projects)

Key Competencies

Excellent verbal and written communication in English
Conflict resolution and problem-solving skills
Customer-focused with a professional and positive demeanor
Good decision-making and strategic thinking ability
Telephone etiquette and relationship-building capabilities
Ability to work effectively under pressure and meet service levels
Self-driven, proactive, and reliable team player

Key Responsibilities

Provide high-quality telephonic service to PPS members and intermediaries
Handle member servicing and administration queries from initiation to resolution
Operate across all servicing areas and remain accountable for case ownership
Meet service levels by processing and resolving tasks as per the performance agreement
Apply policy and procedural knowledge to deliver accurate resolutions
Identify and recommend improvements to existing processes and procedures
Report technical/system faults to relevant support teams
Collaborate with team members to meet daily and monthly operational targets
Display agility in a fast-paced environment and maintain a strong quality focus

Additional Information

Shift-based role, including night shift rotations
3-month probation period with mandatory upskilling and performance expectations

CLICK HERE TO APPLY

Professional Service Agent