Call Centre Agent Motor Warranties

Job Description

Description

Call Centre Agent Motor Warranties | Bryanston

Johannesburg

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Full–time

Spec

Join this leading insurance company as a call centre agent today!

The purpose of this role is to provide 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 Focus on the growth of brand and process alternative solutions to meet customer needs.

RESPONSIBILITIES

Customer Service

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 customer’s 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 and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards

of productivity, quality and timeliness; use performance management systems to

improve personal performance

Operational Compliance

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 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.

Personal Capability 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.

BEHAVIORAL COMPETENCIES

Customer focus

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

TECHNICAL COMPETENCIES

Customer and Market Analysis

• Conduct research and analyzes data with guidance in order to develop a comprehensive understanding of customer profile and market that enables maximum return on investments.

• Action Planning and Work Scheduling

• Develop appropriate plans or perform necessary actions based on

recommendations and requirements under supervision.

• Writing skills

• Uses clear and effective writing skills without supervision and provides technical

guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Verbal Communication

Use clear and effective verbal communications skills and provide technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Commercial Acumen

Apply understanding of the business environment and objectives to develop solutions and provide technical assistance when necessary.

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




Requirements

Minumun level of education: Grade 12 /N4 (Matric)
Availability for travel: Yes
Availability for change of residence: Yes
 
 
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