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Service Specialist

4 months ago

Centurion, South Africa Momentum Life Full time

**Introduction**

**Role Purpose**

Resolving product related queries and accurately processing information in response to requests about the Momentum product offering received from clients.

**Requirements**:
Garde 12( Matric)

Completed or studying towards a degree or diploma (preferred)

**EXPERIENCE
1-2 Years Call Centre experience of customer service principles and practices. (preferred).

**CHARACTERISTICS
Have passion for service.

Enjoys interacting with clients and intermediaries.

Takes accountability for own development.

**Duties & Responsibilities**

Engage with clients and intermediaries in a professional and client centric manner in order to evaluate and resolve their query.

Provide clients and intermediaries with the relevant information and documentation as required in line with policy guidelines and within Service Level Agreements to provide incredible client service.

Adhere to compliance requirements in the service process in line with legislative requirements and serve our clients and intermediaries fairly and in line with our Values.

Identify and report process and system failures, suggest enhancements to improve client experience.

Provide authoritative expertise to clients and stakeholders to creating a positive and lasting client experience.

Live the MMI values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.

**Competencies**

**WRITING AND REPORTING
Writes convincingly, clearly, succinctly and correctly;

Avoids the use of unnecessary jargon and abbreviations; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.

**LEARNING AND RESEARCHING
Rapidly learns new tasks.

Demonstrates an immediate understanding of newly presented information and gathers comprehensive information to support decision making.

**PRESENTING AND COMMUNICATING INFORMATION**

Speaks fluently and has the ability to effectively express oneself, information and key points of an argument clearly; responds quickly to the needs of respective clients and intermediaries.

**ANALYSING
Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgement from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

**ADHERING TO PRINCIPLES AND VALUES
Upholds MMI Code of Ethics and values, demonstrates integrity, promotes and defends equal opportunities, encourages organisational and individual responsibility towards clients, intermediaries and the work environment.

**ADAPTING AND RESPONDING TO CHANGE**

Adapts to changing circumstances, accepts new ideas and changes initiatives; adapts interpersonal style to suit different people or situations and shows an interest in new experiences.

**DECIDING AND INITIATING ACTION
Takes responsibility for actions, projects, clients and intermediaries; takes initiative and works under own direction; initiates and generates activity; makes quick and clear decisions.

**PERSUADING AND INFLUENCING
Communicates in a constructive manner to influence people.

**FOLLOWING INSTRUCTIONS AND PROCEDURES**

Appropriately follows business instructions, follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organization; complies with legal obligations and safety requirements of the role.

**DELIVERING RESULTS AND MEETING CUSTOMER EXPECTATIONS
Focuses on client and intermediaries needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works systematically, methodical and orderly way; consistently achieves targets.