Customer Care Specialist

4 weeks ago

Johannesburg, South Africa LENOHLAHLA CONSULTING Full time

The Customer Care Specialist will be responsible for supporting the claims team in enhancing customer
experience through end-to-end efficient handling and resolving queries in line with Service Level
Agreements and procedures and proactively driving an excellent customer experience in the claims
handling process. Contribute towards ensuring the company achieves its objectives of delivering service excellence.

Minimum Requirements

**Qualifications**:
Relevant three (3) year qualification.

A Higher Certificate in Short-term Insurance
will be advantageous.

**Experience**:
At least 3 years experience in short term insurance and customer service /complaints management /claims handling experience.

**Responsibilities**:
**Strategic Alignment**

Provide support function in resolving customers' queries, specific to their service experience relating to claims activities.
Provide support through handling reported complaints/queries or escalations in line with SLA.
Facilitate information by providing specific product and service knowledge when responding to queries, and resolving related problems experienced by the customer.
Ensure completion of tasks or activities supporting the turnaround time in attending to queries and implementation of procedures.
Monitor accurately all reported queries/ escalations and complaints to ensure that all are cleared timeously
improvement on claims service standards.

**Operational**

Ensure that complaints / escalations reported through various channels are captured and tracked on the Complaints management system.
Ensure that all claims escalations (complaints and queries) are dealt in a timely and efficient manner within the set SLAs.
Redirect any queries to the relevant person and follow-up to ensure its resolution (where required).
Identify customer trends, complaints and/or queries received via the various touch points and perform root cause analysis with a view to improve service experience.
Work closely with compliance function in ensuring adherence to the regulatory framework relating to customer service.
Provide input in training needs for internal and external stakeholders.
Facilitate training initiatives for internal stakeholders relating to service excellence.
Review and recommend changes to the claims procedures and systems to ensure process are geared towards service excellence.
Periodic reporting on identified trends, monitoring effectiveness of solutions implemented to
improve customer experience.

**Customer Relations**

Communicate clearly on steps to be taken to resolve the queries.
Keep the stakeholders informed on the progress and the resolution of queries logged.
Ensure reduction of complaints and reduce the escalations.
Proactive engagement with stakeholders (e.g. Agents) to facilitate areas of improvement and
ensure implementation.

**Financial**

Ensuring expenditure is within the area of responsibility.

**Perform ad hoc tasks**

Perform any reasonable tasks in line with the role, as and when required by the Line Manager.

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