Job title: Admin Support Agent

Business Unit: Helpdesk

Location: Centurion

CTC: Market Related

Reports to: Nicolene Steyn


Company overview

Lightstone is an intelligent solutions company with strong, industry- specific expertise and core capabilities in data management, GIS, analytics, and software development.

We specialise in delivering integrated, online knowledge solutions, batch and real-time data quality solutions, and a broad range of geo-spatial and analytic projects to a range of property, business to consumer, government, and financial services clients.

We hire exceptional people and provide them with the environment where they can excel. Our non-corporate culture encourages flexibility, collaboration, and innovation.

We pride ourselves in our core values to Encourage Participation, Respond to Changing Needs and Win Together, which are reflected in each development, project, product, or service we undertake to deliver.


Role overview

  • Manage and support the requests received from the VAP Suppliers (insurers, administrators, dealers) around product, queries, activations, de-activations. The VAP Support member is responsible for managing and service internal and external stakeholders within firm timelines.
  • Focused on managing the expectations appropriately in all aspects in configuring the setup of new products, testing and sign off procedures with the Supplier.
  • Manage damage control sufficiently - take on the ownership of keeping internal and external stakeholders informed and calm. This extends to all methods of communication.
  • Control incoming calls and feedback to VAP suppliers and dealers within firm timelines.
  • Delivering on individual system ticket requirements with proper management thereof.
  • Deliver on a streamlined and speedy activation /deactivation facilitation of VAPS via Signio, in order to meet account performance objectives and customers’ expectations.
  • Meets dedicated timelines for turnaround times with strategic suppliers and or dealers.
  • In debt knowledge and understanding of existing products setups, audit processes with key stakeholders and effective communication.
  • A valid admin process where requests are saved in order to be extracted easily to all team members.
  • Assisting clients utilising the system to have minimal uninterrupted access to sell their VAPS electronically.
  • System knowledge – understand the full electronic VAF & VAPS process.
  • Maintains high customer satisfaction ratings that meet Lightstone’s company standards.
  • Overall knowledge of company and client goals, mission and strategy.
  • Ability to establish and maintain goodwill with clients.
  • Manage and support requests from dealerships, internal teams and external teams on all Lightstone Auto products

Qualifications/ Requirements

  • General PC proficiency.
  • Microsoft Outlook, Word, Excel and Power Point proficiency.
  • NCA and or FAIS credits.
  • Degree/Diploma or certificate in business administration or similar.

Experience

  • Basic understanding of insurer environment
  • Basic understanding of dealership roles

Non-technical skills

  • Adaptable
  • Fast learning
  • Going the extra mile for great customer experience
  • Outgoing person, enjoying interactions with customers
  • Attention to detail
  • Prioritize urgency
  • Goal orientated

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