Executive
Summary
Handle inbound calls and chats for motor insurance customers, process billing transactions, and resolve policy queries in a contact center role.
Key Responsibilities
Responsibilities are not limited to the enclosed
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Interact with motor insurance customers through chat / telephony channel to address customer needs and queries
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Assist with customer policy change requests ensuring their needs are met and their journey is slick and efficient
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Deliver high standards of product knowledge and service to ensure customer-centric values are achieved
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Meet all assigned targets in accordance with the prescribed SLA and internal standards
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Ensure that the quality of each transaction complies with the predefined parameters, as defined by Process Excellence
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Deliver a seamless customer experience explaining policy principles in a jargon-free way, building customer understanding of the protection they have to ensure peace of mind
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Identify areas of self-development and work with leader and team mates to achieve set goals
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Ensure adherence to the established attendance schedules
Minimum Requirements:
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Grade 12 (Mandatory)
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+ 12 month customer service experience
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Soft skills & Telecommunications experience
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Computer Literacy (MS Office, Social Media, Online, Navigation)
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Good articulation of the English language (Spoken and Written)
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Excellent telephone etiquette and service delivery skills
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Strong communication skills and effective listening abilities
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”
- Receive inbound calls from policyholders in a contact center environment.
- Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
- Accurately interpret and verify billing transactions.
- Respond to simple as well as complex billing inquiries from policyholders.
- Provide policyholders with technical support on the client systems.
- Follow up with policyholders on outstanding items in a timely manner.
- Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
- Perform other duties as needed.
- Experience of up to 1 year, preferably in a customer service environment
- Some post High School education preferred
- Excellent telephone etiquette and service delivery skills
- Strong communication skills and effective listening abilities
- Effective organizational and time-management techniques
- Exhibit patience and a positive outlook when working with policyholders
- Contribute to an environment of accountability, collaboration and teamwork
- Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
- Able to commit to the entirety of the training program and work within a structured operation environment.