Support Coordinator

Job description

Job title: Support Coordinator
Location: George, South Africa
Employment Type: Permanent

About Pacific International Insurance

• Pacific International Insurance is a dynamic cross-Tasman company that operates as part of a respected global insurance organisation. A proud business committed to protecting customers’ precious possessions via thoughtful yet simple online products and services.
• Our business philosophy is to provide soft landings through our interactions with partners, customers, community, our team, and the broader industry. With our strong foundation and progressive mindset, we continue to forge ahead, anticipating and meeting the evolving needs of our customers in the ever-changing insurance landscape.

The role

• We are seeking a highly organised and detail-driven support coordinator to support our call centre operations. This role plays a critical part in ensuring system stability, reporting accuracy, and compliance readiness.
• You will be responsible for administrative and system support relating to Softsure, including reporting, user maintenance, UAT testing, and compliance support — helping our business operate efficiently and compliantly.

Key responsibilities

System and operational support

• Act as the primary point of contact for system-related operational queries and issues, coordinating with Softsure, data, and rating teams to ensure timely resolution.
• Investigate, log, and manage fault reports and monitor major system incidents impacting call centre operations.
• Administer and maintain Softsure user access and security.
• Perform User Acceptance Testing (UAT) for all Softsure system changes and hotfixes across all brands.

Reporting and administration

• Compile and deliver accurate daily, weekly, and monthly operational reports.
• Maintain up-to-date documentation for all project briefs, system updates, and change requests.
• Administer and maintain the PD motor spreadsheet.
• Provide weekly project status updates to relevant stakeholders.
• Order and administer “Refer A Friend” cards.
• Support manager with adhoc tasks.

Compliance and quality assurance

• Locate, retrieve, and administer call recordings for compliance audits and customer complaint investigations.
• Conduct quarterly compliance audits across all Softsure brands.
• Ensure accurate record-keeping and documentation in line with internal governance and regulatory requirements.

Operational and technical skills required:

• Strong computer and administrative skills, including:
• Data entry, reconciliation, and records management
• Word processing and document proofing
• Extracting and analysing information from internal and external sources
• Proficiency in Microsoft Office, particularly:
• Excel
• Word
• PowerPoint
• Outlook
• Clear, professional verbal and written communication skills.

Why Pacific International Insurance?

You’ll be joining a collaborative and supportive organisation where your contribution directly impacts operational efficiency, customer outcomes, and regulatory compliance — with scope to grow your expertise and career within the insurance industry.

What you’ll need to succeed

• Minimum Grade 12 / national senior certificate.
• Excellent organisational and time-management skills.
• Ability to prioritise multiple tasks and work effectively in a fast-paced, deadline-driven environment.
• Proven ability to work both independently and collaboratively within a team.
• Demonstrated experience managing confidential and sensitive information.
• A stable home internet connection to support after-hours testing when required.

Posted on 09 Feb 14:17, Closing date 10 Mar