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South Africa

Customer Care Consultant

Company Telesure Investment Holdings
Reference # 20200316
Published 17/03/2020
Contract Type Permanent
Salary Market Related
Location Century City, Western Cape, South Africa
Introduction
The Customer Services Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of service
Job Functions Call Centre,Client Services
Industries Financial Services,Insurance
Specification
To always strive to deliver service that aims to achieve first contact resolution
across multi-channels (E.g. Voice, e-mails, web etc.).
 Enhance efficiencies resulting in improved costs through effective contact center
discipline.
 Increase customer satisfaction through positive interaction focusing on making it
easy to fulfil customer needs by living the Telesure Service Way behaviors.
 Continuously strive to maintain and enhance product and system knowledge,
living up to the customer service expectation while providing sound financial
advice (Complying to FSB).
 Ensuring appropriate ownership of customer retention value chain by providing a
professional quality service.
 Providing sales through service while selling and up-selling appropriate new
product offerings and/or Value Added Products to the customer as per the
customer journey strategy.
 Ensuring accurate and comprehensive data capturing of customer information to
safeguard against risk.
 Accurately identify the origin and reason for policy cancellations (or cancelled
policies) relative to various channels and brands (broker or customers).
 Effectively determine the cause for the policy cancellation (or potential policy
cancellation) by selecting the most appropriate approach of responding to the
customer or broker.
 Apply or provide competitor comparisons where necessary relative to the
cancellation reason and customer needs in order to provide the options to
customer.
 Apply different discounting strategies relative to customer profitability as
determined by business analytics and tools.
 Engage in effective brand reputation management aligned to specific customer
concerns in order to limit brand damage and integrity by building and maintaining
relationships with colleagues, customers, brokers and service providers.
 Adhere to all required risk and compliance requirements as stipulated for the role;
adhere to all business rules, business processes and system access and
management regulations on an on-going basis
Requirements
Education:
Essential:
Matric / Grade 12/ SAQA Accredited Equivalent*
Tertiary Qualification* SAQA Accredited Equivalent*
Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA

Desirable:
 Customer Service diploma/certificate
 FAIS qualification

Disclaimer

*SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.

#Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) - As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Job Closing Date 31/03/2020
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Last Updated: 13-2-2020 [20.02.01.00]
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