Customer Support Specialist

3 weeks ago

Johannesburg, South Africa Energy at Work Projects Full time

Duties and Responsibilities:
The successful applicant will join the Business Support team and will be asked to become involved in the following

tasks:

- To maintain a high degree of customer service for all support queries and adhere to all service

management principles
- To take ownership of user problems and be proactive when dealing with user issues
- To ensure all calls are logged on the call logging system and maintain full documentation and ensure

the calls have been updated and resolved in the SLA time periods
- Respond to enquiries from clients and help them resolve queries for example user access, XML etc
- Support users in the use of computer equipment by providing necessary training and advice
- Investigate more complex service issues and support other Customer Service Specialists with

investigations
- Answer customer phone calls, assist callers with a variety of issues
- Communicate with the customers and give them a comfort level that their issue is being properly addressed
- Setting up and maintaining a process file for all the Customer Support Specialists

Qualification

Minimum Requirements:

- Matric
- PC literacy: Good knowledge of Microsoft Office software (especially Word and Excel)
- An understanding of short-term insurance products
- Previous experience on a short-term insurance system

Preferred qualifications:

- Certificate of Proficiency (or better) of the Insurance Institute of SA
- Some formal training in business analysis, business process management or related

Work Experience

Minimum Requirements:

- 2 years working experience in a short-term Insurance/Financial Services environment

Preferably, in addition to the above:

- Personal lines and commercial lines short-term insurance, either in an insurance company or broking

environment
- Exposure to policy management, claims and accounting systems, be it in the role of underwriting, claims

management, software support, help desk or system administration.

Minimum Requirements:

- PC literacy: Good knowledge of Microsoft Office software (especially Word and Excel)

Preferably in addition to the above:

- A basic understanding of databases and financial transaction processing systems
- An understanding of short-term insurance products and rating methods

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