Job Ref #: 24680
Industry: Call Centre
Job Type: Temp
Positions Available: 2

Job Description

Handling of client calls and emails received in the call centre.

 

RESPONSIBILITIES & DUTIES
The responsibility of the Inbound Client Service Agent is not exhaustive and may change
from time-to-time as decided by Management.
? Answer incoming calls and respond to customer’s emails
? Make outbound calls: Outbound campaigns, Outbound service calls, Outbound
preservations etc.
? Identify and escalate issues to Team Leaders
? Document all call and email information according to standard operating procedures
? Ensure that all operational standard operating procedures are followed
? Follow up customer calls where necessary
? Upsell products and services
? Recognize, document, and alert the management team of trends in customer calls
? Provide product and service information to customers
? Transfer calls to claims with policy information
? Online Query resolution using the prescribe Systems
? Resolving all queries received within 48 hours not resolved online
? General administration as per underwriter products
? Policy holder updates on system
? Down grade or Upgrade policy cover as and when required by the policyholder
? Update premium on instruction of a policy holder (this is more when the policy holder
is in arrear premium, and making alternative arrangement)
? General amendments of the policyholder information
? Assisting with irate clients & answering calls
? Assist with work flow control
? Reporting as and when required
? Support the manager in all areas when necessary
? Maintain a healthy working environment
? Own and manage annual policy holder communication as well as adhoc projects.
? Printing daily letters i.e. lapsed cancelled, cancelled ,stopped and rejection letters

3. KNOWLEDGE, SKILLS AND ABILITIES
? Previous customer services experience will be advantageous
? Excellent Communication skills;
? Strong customer focus;
? Attention to detail;
? Computer skills (Word, Excel and relevant systems);
? Positive Attitude and great team player
? Self Disciplined

Job Requirements

? Matric
? RE accreditation and/or should be working towards achieving competence within
2 years from DOFA
? FAIS accreditation and/or should work towards achieving certification within 5
years from DOFA.
? Policy administration experience and/or policy sales experience will be required