Key Tasks
Resolve customer care queries and complaints.
- Respond to customer’s service requests
- Acknowledge customer complaints
- Verify existing members portfolios
- Establish customers’ needs
- Clarify information
- Build customer relationships
- Liaise between departments to resolve difficult and/or unusual situations
- Resolve customer queries
- Provide appropriate solutions and/or alternatives
- Retain members
Amend existing policies (upsale and cross-sale)
- Up-sell and cross-sell policies
- Meet daily set targets
- Add boosters/upgrades to existing policies
Conduct general administrative duties
- Prepare, generate and distribute periodic reports
- Provide departmental back-up and back-log support
- Implement and adhere to policies and procedures
- Maintain accurate records of customer interactions, transactions, comments and complaints
- Maintain high standard of product knowledge
- Perform other duties as assigned by management
When the job will be performed
- 08h00 – 17h00 Week days
- Occasional Saturdays
Essential Qualifications
- Matric or equivalent
Desirable Qualifications
- RE5
Essential Experience
- 1 year customer care call centre experience
- 1 year retentions experience
- 1 year Sales experience
Knowledge and Skills
- Demonstrable selling skills
- Exceptional customer service skills
- Good listening skills
- Good interpersonal skills
- Excellent communication skills
- Good computer skills
- Exceptional problem solving skills
- Good organisational skills
- Good time management skills
Attributes
- Self motivated
- Customer need orientated
- Able to work under pressure as well as independently
- Sense of responsibility and ownership
- Able to prioritize
- Able to multi-task
- Adaptable
- Empathetic
- Honest, hardworking and humble