|Location||Cape Town, Western Cape, South Africa|
Respond to client’s emails, call client's back via messages taken, assist with claims messages and complete any adhoc administrative tasks. To support the Inbound Team as and when required.
|Job Functions||Client Services|
Customer Management (External and Internal)
-Respond to customer emails and ensure follow up calls where required in a
Manage and resolve customer complaints and provide product and service
information to customers.
Identify customer claims and route calls to appropriate department.
Customer Needs & Analysis
-Effectively analyze and respond to emails received and ask questions and probe
for clarity to gather relevant information to assist in resolving customer
complaint or request.
Up-sell Customer Propositions
-Identify a selection of products or services that may meet the customer's
requirements, explain the product/service features and standard terms of sale to
the customer, and invite the customer to make a selection and purchase at the
standard price/terms and conditions of sale.
Work Scheduling and Operational Compliance
-Organize own work schedule in order to get the job done, coordinating with
-Have the ability to work flexible hours to support the operational requirements
and support customer expectations.
-Respond to routine requests using telephonic conversation or emails and to
more unusual requests by editing templates to create customized responses
(internal and external).
-Develop knowledge and understanding of the organization's policies and
procedures and of relevant regulatory codes and codes of conduct to ensure
own work adheres to those standards. Obtain authorization from a supervisor or
manager for any exceptions from mandatory procedure.
-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. Provide best practice support to customers on the administration
process requirements and other departmental systems, in line with claims policy,
rules and SLAs.
Personal Capability Building
-Develop own capabilities by participating in assessment and development
planning activities as well as formal and informal training and coaching. Develop
and maintain an understanding of relevant technology, external regulation, and
industry best practices through ongoing education, attending conferences, and
reading specialist media.
Verbal and Written Communication
-Use clear and effective verbal and written communication skills provides
technical guidance when required to express ideas, request actions and
formulate plans or policies.
Computer and software skills
-Support business processes by understanding and effectively using standard
office equipment and standard software packages, while providing technical
guidance as needed.
-Advanced MS Office Skills.; Live systems and social media platforms..
Planning and Organizing
-Provides technical guidance when required to plan, organize, prioritize and
oversee activities to efficiently meet business objectives.
-Provide technical guidance when required to develop appropriate plans or
perform necessary actions based on recommendations and requirements.
-Provide technical guidance to maximize up-sell opportunities with customers.
Data Collection and analysis
-Analyze information, data and emails to help guide decision making.
Understands Customer Needs
-Articulate the customer needs in the customer's business language and
Attention to Detail
-Apply concepts of knowledge / skill and be attentive to details.
-Use an understanding of numerical concepts to perform mathematical
operations to interpret financial data.
Interpret financial data.; Basic knowledge of accounting principles..
-Communicate with other people by speaking in a clear, concise and compelling
Policy and procedures
-Monitor, interpret and understand policies and procedures, while making sure
they match organizational strategies and objectives.
General STI industry policies and procedures.
Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5
(Advantageous); STI Qualification (Advantageous); Class of Business
(Advantageous); Customer Service certificate/or related qualification
2 or more years customer service experience (Essential); 1 year call centre
experience in Financial services industry (Advantageous)
-*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. 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||25/11/2020|