An amazing opportunity is available!*JOB PURPOSE : * Providing effective customer service with the purpose of retaining customers and building strong customer relationships.
Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on the growth of brand and process alternative solutions to meet customer needs. *RESPONSIBILITIES*
Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution.
Provide quality service to customers, both via telephone and email.
Customer Needs Clarification*
Determine customers core need, in an effort to meet their expectations from a customer and product offering point of view.
Conducting needs analyses to identify the most appropriate product offerings (upselling). Accurately identify the origin and reason for policy cancellations and apply effective and relative.
Effectively complete and keep up to date all required administration andaccurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adhere to those standards.
Obtain authorization when required from a supervisor or manager for any exceptions from the mandatory procedure. Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.
Prioritise own workflow and ensure work is completed to the requiredstandards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.
Building Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching;
gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential.
Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. *Minimum
EDUCATION* *General Education*
Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
RE 5 (Advantageous)
STI Qualification (Advantageous)
FAIS recognized qualification (Advantageous)
Class of Business Certification (Advantageous)
CPD (where relevant) *EXPERIENCE* *General Experience*
At least 2 years experience in a Service / Collections / Retentions environment.
Advantageous : Complaint handling