Position Summary:
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Key Responsibilities:
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
- Build and maintain relationships with clients and internal and external stakeholders.
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership for driving career development.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Adhere to legislative / compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Capture and update client information on relevant system/s, based on data received from the client.
- Escalate client queries to the relevant department or stakeholder.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Positively influence and participate in change initiatives.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
Required Education & Experience:
- Matric or equivalent
- Display initiative
- Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred) MS Office Suite (Word, Excel)
- Exposure to the insurance industry (preferred)
- 2 – 3 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices
- Specific licensing or registration
- Business related qualification
- Verbal and written communication