Overview
Customer Excellence Specialist Jobs in Johannesburg Metropolitan Area at Pineapple
Title: Customer Excellence Specialist
Company: Pineapple
Location: Johannesburg Metropolitan Area
The Customer Excellence Specialist at Pineapple Tech PTY LTD, a leading insuretech company, is responsible for providing exceptional service to high-value clients by managing queries, resolving issues efficiently, and ensuring operational excellence. This role acts as a liaison between customers, internal teams, and management to maintain customer satisfaction and foster long-term relationships. The agent contributes directly to the success of Pineapple’s Customer Excellence function by ensuring each interaction upholds Pineapple’s customer service delivery.
Key Responsibilities:
- Handle inbound and outbound communications for Customer Excellence, ensuring prompt and professional query resolution.
- Provide accurate policy information, resolve issues, and follow up to confirm satisfaction.
- Manage escalations effectively while maintaining a positive customer experience.
- Update CRM systems with complete and accurate customer interaction records.
- Process policy updates, and amendments efficiently and in accordance with company procedures.
- Ensure all customer details and documentation are accurately captured and securely stored.
- Support the Customer Excellence Manager in maintaining account performance data and client reports.
- Verify account compliance with internal and external audit requirements.
- Liaise with internal departments, including Claims, Underwriting, and Retentions, to facilitate query resolution.
- Escalate and track service delivery issues requiring management intervention.
- Assist the Customer Excellence Team Manager with reporting, follow-ups, and client communication initiatives.
- Contribute to improving workflows by sharing insights from client feedback.
- Ensure adherence to FAIS, RE5, and Treating Customers Fairly (TCF) principles in every interaction.
- Participate in QA assessments to maintain high communication and documentation standards.
- Protect customer data and maintain confidentiality in line with POPIA.
- Identify compliance gaps and escalate concerns proactively.
- Participate in training and development sessions to enhance product, system, and compliance knowledge.
- Identify areas of improvement within customer service processes and propose innovative solutions.
- Contribute positively to the team’s performance and morale by sharing best practices.
- Stay informed about industry trends and Pineapple’s evolving product offerings.
Qualifications:
- Matric Qualification.
- R.E.5 and Full Qualification would be beneficial, and any other relevant fit and proper requirements (i.e. Continuous Professional Development (CPD) hours).
- Class of Business (Short Term Insurance) Certificate.
- Degree or Diploma in Customer Service, Business Administration, FAIS or related field
Experience:
- Minimum of 1 – 3 years customer service or administrative support roles experience, preferably in the insurance or fintech industry.
Skills :
- Customer Relationship Management (CRM)
- Query Resolution and Escalation Handling
- Policy and Account Administration
- Data Accuracy and Documentation
- Compliance and Quality Control
Candidate Profile :
- Passion for Customer Excellence: A genuine interest in customer service and a desire to continue pursuing a career in the field.
- Professional and Ethical
- Detail-Oriented and Reliable
- Calm and Composed Under Pressure
- Customer-Focused and Empathetic
- Proactive and Accountable
If you are interested and meet the above requirements, please email your updated resume (cv) [email protected] (SUBJECT: CUSTOMER EXCELLENCE SPECIALIST)
The closing date for applications is Friday, 10th July 2026.
Pineapple Tech PTY LTD is an equal opportunity employer. We welcome and encourage applications from individuals of all backgrounds and experiences.