Customer Service Consultant

We require an Afrikaans speaking consultant.

Responsibilities

• Facilitation of all inbound calls on a daily basis ensuring first call resolution
• Facilitation of all outbound calls on a daily basis
• Deals with all customer queries in a professional manner according to the SLA
• Administration:
• Accurate amendments to all policy information according to QA standards
• Accurate disclosure of product information according to QA standards
• Accurate and up-to-date systems knowledge
• Sending out of all relevant policy documents to customers
• Amendments and accurate disclosure of financial information related to the specific policy
• Maximisation of customer retention
• Builds and retains relationships with internal and external customers
• Manages Abandon Rate through maximum available time on a daily basis
• Deliver the Telesure Service Way through personal effort and through others.
• Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

Job Purpose

Obtain and capture information from insured or designated persons for the purpose of settling claims with the insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Customer Management

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer requests executed according to the required standard.
• Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses.
• Develop working knowledge of the organization's policies and procedures and of regulatory codes relevant to own work, adhering to mandatory procedures.
• Update policy information e.g., change of address, change policy holder details, banking details, and attend to the customer request on a range of policy-related issues.
• Participate in assessment and development planning activities as well as formal and informal training and coaching.
• Work according to an assigned schedule and follow mandatory procedures to ensure quality standards and adherence to external regulatory codes.

Technical Competencies

• Use clear and effective verbal and written communication skills.
• Understand numerical concepts to perform mathematical operations and interpret financial data.
• Provide technical guidance to maximize up-sell opportunities with customers.
• Analyze information and data to help guide decision making.
• Articulate customer needs in the customer's business language and context.
• Apply attention to detail in all tasks.
• Communicate effectively with others in a clear, concise manner.
• Support business processes by understanding and effectively using standard office equipment and software packages.
• Monitor, interpret and understand policies and procedures in alignment with organizational strategies.
• Plan, organize, prioritize, and oversee activities to efficiently meet business objectives.