To provide world class customer experience by responding to calls, escalated calls, complaints, call-back requests, emails, handling queries in the Client Servicing Department and to enhance the relationship between Discovery Insure and our customers to build customer loyalty.
Areas of responsibility may include but not limited to
- First contact resolution, whilst providing timeously customer service
- Building, enhancing, and maintaining relationships with Discovery Insure customers
- To deal with queries from dissatisfied customers and difficult situations
- Turn service failures in compliments
- Investigating and reverting back to clients on all Vitality Drive queries
- Maintain a 100% today-work-today (TWT) on escalations and work-pools
- Accurate recording of stats of own work
- Attend weekly meetings and provide input on decisions affecting the Client Servicing Team.
- Assist with servicing queries in our walk-in center
- Liaising with other departments in order to get queries resolved
- Maintaining accurate and comprehensive statistics on a daily, weekly, and monthly basis to determine service failure trends and recurring problems
- Takes initiative and works under own direction
- Makes quick and clear decisions
- Adapts to team and works well in a team environment
- Easily establishes good relationships with customers and colleagues
- Responds quickly to the needs of customers and colleagues
- Probes for further information for greater understanding of a problem
- Demonstrates an understanding of how one issue may be a part of a much larger system
- Manages time effectively
- Sets high standards for quality and quantity
- Works in a systematic, methodical and orderly way
- Works productively in a pressurized environment
- Follows company policies and procedures
- Keeps up to date with competitor information and market trends
- Accepts and tackles demanding goals with enthusiasm
- Matric (Essential).
- FAIS Credits - full qualification (Essential).
- RE 5 qualification (Essential).
- Class of business certificate (Essential and/or advantageous)
- Continuous Professional Development (CPD) certificate (Essential and/or advantageous)
- 2 years call centre experience in the short-term insurance industry (Essential).
- 2 years client profile and needs analysis in the short-term insurance industry (Essential).
- Experience dealing with service providers (Essential)
- Degree (Advantageous)
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
