Customer Service Consultant

4 days ago

Durban, KwaZulu-Natal, South Africa Telesure Investment Holdings Full time

Customer Service Consultant: Budget Insurance (Afrikaans Speaking) KZN

Job Ref # : C0262494

Industry : Academic

Job Type : Permanent

Positions Available: 1

Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africa's leading financial long- and short-term insurance providers. Our portfolio includes South Africa's most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker, and 1Life. We're pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry.

JOB PURPOSE

Obtain and capture information from insured or designated persons for the purpose of settling claims with the insurance carrier. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.

RESPONSIBILITIES

Customer Management (External and Internal)

Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer requests executed according to the required standard.

Customer Needs & Analysis

Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.

Up-sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Administration

Update policy information e.g., change of address, change policy holder details, banking details, and attend to customer requests on a range of policy-related issues.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.

Work Scheduling and Operational Compliance

Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards.

TECHNICAL COMPETENCIES

Verbal and Written Communication

Use clear and effective verbal and written communication skills to express ideas, request actions, and formulate plans or policies.

Numerical Skills

Use an understanding of numerical concepts to perform mathematical operations such as report analysis.

Data Collection and Analysis

Analyze information and data to help guide decision making.

Attention to Details

Apply concepts of knowledge/skill and be attentive to details.

Basic Computer Skills

Basic computer skills required; Microsoft Outlook (Basic).

EDUCATION

General Education

  • Matric / Grade 12 / SAQA Accredited Equivalent (Essential)
  • Regulatory exam 5 (Advantageous)
  • Class of Business (Advantageous)
  • Customer Service certificate / or related qualification (Advantageous)
EXPERIENCE

General Experience

  • 2 or more years customer service experience (Essential)
  • Able to speak, read and write advanced Afrikaans (Essential)
  • 1 year call centre experience in Financial services industry (Advantageous)
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