Regional Helpdesk Agent

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

**Role Purpose**

**Requirements**:

- 2-3 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
- Exposure to the Medical Aid or Insurance industry (preferred).
- Matric or Business related qualification.
- Proficient in English and another official South African language e.g. Afrikaans (preferred).
- MS Office Suite (Word, Excel and Outlook).

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant systems based on the data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative/compliance requirements in the service process.
- Identify and report process, system failures and enhancements to improve client experience.

**CLIENT**
- Investigate client queries within the agreed service level and ensure that clients receive timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

**PEOPLE**
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.

**FINANCE**
- Contribute to the financial planning process within area.
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

**Competencies**
- Examining Information
- Documenting Facts
- Articulating Information
- Showing Composure
- Upholding Standards
- Takes action to make things happen
- Establishing Rapport