Company: MiWay Insurance (Sanlam Group)
Industry: Financial Services, Short-Term Insurance & Emergency Assistance
Location: Midrand, Gauteng, South Africa
Position Type: Permanent Shift Position (Day & Night Rotating Shift)
Posted Date: 30 July 2026
Closing Date: Open / Rolling Applications
About MiWay & The Emergency Call Centre
MiWay (a subsidiary of Sanlam Group) is a leading South African short-term insurer known for human-centric innovation, digital insurance solutions, and an agile corporate culture.
The MiHelp Advisor role operates inside MiWay’s 24-hour Emergency Call Centre. In this critical client support position, you will serve as the first point of contact for policyholders experiencing emergency situations (roadside assistance, household emergencies, and claims response). The operational roster follows a structured 4-days-on, 4-days-off rotating shift schedule covering both day and night shifts.
Key Responsibilities & Operational Deliverables
Working in a high-pressure, fast-paced emergency response environment, your daily responsibilities will include:
1. Emergency Client Assistance & Case Handling
- Emergency Response: Receive inbound calls from policyholders in distress with empathy, professionalism, and immediate urgency.
- Service Dispatch: Coordinate emergency roadside assistance, towing services, home repair specialists, and emergency claims logging.
2. Case Administration & Workflow Tracking
- Data Logging: Record accurate interaction details, claim notes, and supplier dispatch instructions into internal emergency systems.
- Process Compliance: Adhere strictly to MiWay policy terms, compliance standards, and quality assurance protocols.
3. Problem Solving & Process Optimization
- Incident Resolution: Apply structured problem-solving to resolve complex roadside or emergency logistical delays.
- Quality Improvement: Identify process bottlenecks and suggest service delivery enhancements.
Candidate Profile & Minimum Entry Requirements
To qualify for this emergency call centre opportunity, candidates must meet the following criteria:
- Academic Qualification:
- Completed Grade 12 / Matric (Standard 10 / NQF Level 4).
- Work Experience:
- Minimum of 6 months of experience in Client Services, Administration, or Claims.
- Strongly Preferred: Prior experience in an Emergency Call Centre, short-term insurance environment, or dispatch/helpdesk role.
- Operational Requirements:
- Must be willing and available to work a 4 days on / 4 days off rotating shift pattern (including overnight/night shifts, weekends, and public holidays).
- Punctual, resilient under pressure, and highly process-driven.
- Key Soft Skills:
- High emotional intelligence (empathy) during high-stress customer calls.
- Clear verbal communication, active listening, and strong administrative accuracy.
- Location: Able to commute reliably to the MiWay head office in Midrand, Gauteng.
What MiWay & Sanlam Group Offer
- Career Growth: Access to internal career pathways within MiWay and the broader Sanlam Group (Sanlam Fintech, Santam, Sanlam Life).
- Shift Predictability: Structured 4-days-on, 4-days-off schedule allowing clear balance for rest days.
- Inclusive Workplace: Dynamic, agile work environment committed to Employment Equity and diversity.
Career Advice for MiWay Applicants
- Highlight Shift Availability & Resilience: Emphasize on your CV that you are comfortable working overnight night shifts and rotating weekend rosters.
- Detail Call Centre / Claims Experience: Feature any experience handling inbound calls, resolving client complaints, or dispatching emergency service providers.
- Emphasize Empathy & Accuracy: Frame your customer service accomplishments around remaining calm under pressure and capturing precise customer data.
Sample Interview Preparation Questions
Emergency Handling & Customer Empathy
- Question (De-escalation): “How do you handle a distressed client calling from the side of a highway late at night who is angry about a towing delay?”
- Question (Urgency & Accuracy): “How do you maintain high attention to detail when capturing incident details during a fast-paced, high-pressure call?”
Shift Work & Team Collaboration
- Question (Shift Readiness): “How do you prepare yourself physically and mentally to maintain high alertness during 12-hour night shifts?”
How to Apply
Submit your application directly through the official MiWay / Sanlam Careers portal:
- Company: MiWay Insurance (Sanlam Group)
- Location: Midrand, Gauteng