Key Responsibilities
Responsibilities are not limited to the enclosed
Interact with motor insurance customers through chat / telephony channel to address customer needs and queries
Assist with customer policy change requests ensuring their needs are met and their journey is slick and efficient
Deliver high standards of product knowledge and service to ensure customer-centric values are achieved
Meet all assigned targets in accordance with the prescribed SLA and internal standards
Ensure that the quality of each transaction complies with the predefined parameters, as defined by Process Excellence
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
Identify areas of self-development and work with leader and team mates to achieve set goals
Ensure adherence to the established attendance schedules
Minimum Requirements:
Grade 12 (Mandatory)
+ 12 month customer service experience
Soft skills & Telecommunications experience
Computer Literacy (MS Office, Social Media, Online, Navigation)
Good articulation of the English language (Spoken and Written)
Excellent telephone etiquette and service delivery skills
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.