Our opportunity
The Bryte Travel Call Centre Inbound Agent will be responsible for answering incoming calls for Travel Insurance. Agent must be skilled to sell top up Travel Insurance where applicable, answer enquires, handle complaints, troubleshoot problems and provide information.
Key Tasks & Accountabilities
- Service customers both telephonically and via e-mail
- Handle customer enquiries regarding Travel Insurance
- Manage and proactively resolve customer complaints (1st call resolution)
- Sell customers “top up” travel insurance where applicable
- Promote excellent customer service
- Research required information using available resources
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Identify and escalate priority issues
- For claim enquiries – route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Adherence to outlined call flow processes.
Qualifications & Experience
- Matric
- Must be FAIS Compliant and have completed the RE (Regulatory Exam) for Representatives as required per legislation
- Minimum of 2 years sales experience in an inbound call centre Team
- Experience in a sales and service related role
- Proficient in relevant computer applications (Excel, Word)
- Required language proficiency – English and Afrikaans preferably
- Knowledge of customer service principles and practices
- Knowledge of call centre telephony and technology
- Ability to capture information accurately and efficiently
Key Competencies
- Achieve monthly, weekly and daily targets
- Listening skills
- Verbal and written communication skills
- Resilience
- Team work
- Strong sales ability
- Problem analysis and problem solving
- Strong Interpersonal skills
- Relationship Building
- Customer Centric
- Negotiation skills
- Organising skills
- Attention to detail
- Self-managed and motivated
- Outgoing & positive
- Drive & productivity
- Decision Making
- Problem analysis and problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Judgment
- Adaptability
- Stress tolerance