Services Consultant (Afrikaans)
Reference # AG11/11/20
Contract Type Permanent/Contract
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 professional manner.
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 support services.
-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 business context.
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 manner.
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 (Advantageous)
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