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South Africa

Travel Call Centre Inbound Agent

Company Bryte Insurance Company Limited
Reference # TCCI
Published 18/02/2020
Contract Type Permanent
Salary Market Related
Location Johannesburg, Gauteng, South Africa
Introduction
The Bryte Travel Call Centre Inbound Agent will be responsible for answering incoming calls for Travel Insurance. Agent must be skilled to sell top up Travel Insurance where applicable, answer enquires, handle complaints, troubleshoot problems and provide information.
Job Functions Client Services,Communications
Industries Insurance
Specification
Key Tasks & Accountabilities

•Service customers both telephonically and via e-mail
•Handle customer enquiries regarding Travel Insurance
•Manage and proactively resolve customer complaints (1st call resolution)
•Sell customers “top up” travel insurance where applicable
•Promote excellent customer service
•Research required information using available resources
•Provide customers with product and service information
•Enter new customer information into system
•Update existing customer information
•Identify and escalate priority issues
•For claim enquiries - route calls to appropriate resource
•Follow up customer calls where necessary
•Document all call information according to standard operating procedures
•Complete call logs and wrap up call correctly with correct call outcome
Requirements
Qualifications/Experience:

•Matric
•Must be FAIS Compliant and have completed the RE (Regulatory Exam)
•Proficient in relevant computer applications (Excel, Word)
•Required language proficiency – English and Afrikaans preferably
•Knowledge of customer service principles and practices
•Knowledge of call centre telephony and technology
•Minimum of 2 years sales experience in an inbound call centre Team
•Experience in a sales and service related role
•Ability to capture information accurately and efficiently


Key Competencies:

•Achieve monthly, weekly and daily targets
•Listening skills
•Verbal and written communication skills
•Resilience
•Team work
•Strong sales ability
•Problem analysis and problem solving
•Strong Interpersonal skills
•Relationship Building
•Customer Centric
•Negotiation skills
•Organising skills
•Attention to detail
•Self-managed and motivated
•Outgoing & positive
•Drive & productivity
•Decision Making
•Problem analysis and problem solving
•Customer service orientation
•Organizational skills
•Attention to detail
•Judgment
•Adaptability
•Stress tolerance


Relationships

•Key Stakeholders
•All Business Units
•External Customers
•Brokers


Working hours:

Monday to Thursday – 08:00 to 16:00 or 08:00 to 17:00 or 09:00 to 18:00
Friday – 08:00 to 16:00 or 08:00 to 17:00
Saturday – 08:00 to 13:00
Job Closing Date 25/02/2020
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Last Updated: 13-2-2020 [20.02.01.00]
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