Service Expert: Digital

3 months ago

Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time

**Main purpose of the Job**
- To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.

**Client Engagement**
- Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
- Improve client service experience, create engaged clients, and facilitate organic growth
- Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
- Handle complex and escalated client service issues
- Leverage deep functional expertise in order to expand the client’s use of existing products and to identify new products offerings
- Build/maintain rapid channel of communication to client in case of service-related issues and events
- Represent the “Voice of the Customer”
- Create a culture of Customer/Client Centricity
- Ensure adherence to standard operating procedures in all engagements.
- Ensure invoices have been captured and attached for any claims-related queries.
- Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
- Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
- Ensure follow up and follow through on all client queries
- Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
- Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
- Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
- Leverage team success to drive all initiatives and experiences with clients.
- Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
- Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
- Support cross functional work areas targeted to resolve issues raised by clients.
- Proactively gather client feedback to optimise client experience
- Drive digital omni-channel strategy, through improving the client’s digital experience.
- Escalate unresolved issues to the appropriate internal teams

**Quality, Consistency and Compliance**
- Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
- Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
- Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
- Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

**Minimum Academic, Professional Qualifications & Experience required for this position**
- Grade 12 with English and a second language
- Undergraduate/Postgraduate qualification in related field advantageous
- Minimum of 3 - 5 years customer service and industry specific experience

**Functional Competencies**
- Literacy - Have excellent reading, writing and interpersonal skills
- Ability to respond according to TAT
- Client Relationship Management
- Maximise Service Performance
- Query Resolution
- Build & Develop Client Centric Capabilities
- Deliver on Client Expectations
- Knowledge Sharing
- Driving Excellence through Client Experience

**Essential**
- Evaluating Problems
- Investigate Issues
- Problem Solving
- Building Relationships
- Communicating Information
- Showing Resilience
- Adjusting to Change
- Giving Support
- Processing Details
- Structuring Tasks
- Driving Success
- Prioritise Client Experience

**Behaviors**
- Energy
- Passion
- Respect for others
- Honest and Fair
- Positive Attitude
- Client Focus
- Tenacity
- Achieves Results

**Leadership**
- Demonstrate honesty and integ

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