JOB PURPOSE
Reporting to the Inbound Call Centre Manager, the successful candidate will be responsible to render efficient customer service to our existing clients by providing accurate information in a professional manner.
RESPONSIBILITIES
Product/Service Information
- To answer calls in a prompt and efficient manner
- Log and resolve queries on Insight
- Provide accurate information to Dealers / Clients
- Provide administrative support to walk-in clients
- Provide accurate feedback to the business on queries and requirements
- Provide and update claimant information accurately on database
- Liaise with service providers to ensure appropriate quality and cost effective care
Product Knowledge
- To do research and gather information using available resources
- Provide customers with product and service information
Customer Service Mandatory
- To offer excellent customer service to all internal and external customers
- To display a customer orientation
- To embody the “customer is king” philosophy
Collaboration Mandatory
- The ability to work in conjunction with other internal and external parties towards the achievement of a common goal
BEHAVIOURAL COMPETENCIES
- Communicates Effectively
- Customer Focus
- Ensures Accountability
- Being Resilient
- Interpersonal Savvy
- Action Orientated
- Situational Adaptability
- Optimizes Work Processes
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Excellent organizational, problem solving and analytical skills
- Telephone Etiquette
- Customer service orientated
- Team player
- Honest, empathic and accountable
EDUCATION
- Matric
EXPERIENCE
- Knowledge of Microsoft Office Suite
- Minimum of 12 months experience in a Customer Service environment
- Call Centre / Help Desk qualification will be an added advantage