Professional Service Agent

3 weeks ago

Johannesburg, South Africa PPS Recruitment Full time

**Job Advert Summary**:
**Purpose of the Job**:
A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. **This role works strictly on a shift work basis including nightshift work.**

**Minimum Requirements**:
**Formal Qualifications**:

- Matric (Grade 12)
- A 3-year tertiary qualification (Degree/BTech/National Diploma) with relevant business orientation

**Experience and Knowledge**:

- 2 years of experience in an administrative and business coordinating role
- Intermediate knowledge of the Life Assurance or Financial Services industry

**Computer Literacy**:
**Interpersonal and Intrapersonal Skills**:

- Able to excel in a pressurised environment and be a quick thinker that applies logic in decision-making
- Excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries
- Customer-centric, displaying a positive and professional image of PPS by building and maintaining relationships
- Excellent verbal and written communication skills in English; a good command of the English Language
- A reliable and trustworthy team player
- Good decision-making skills
- Be proactive and can solve problems
- The ability to present product and process information to members/staff on a proactive basis, demonstrating a high level of understanding of the business
- Take ownership of service level standards and ensure they are reached consistently
- Have good telephone etiquette
- Display a strategic level of thinking ability

**Duties and Responsibilities**:
**Main duties and responsibilities**:

- Providing professional service to PPS members and associated parties on the phone in a contact centre; this will include working across all areas in Servicing and Administration with the ability to process in all facets of the department and resolve queries from start to end. The incumbent will be upskilled and take ownership of their responsibilities within their probation period of 3 months
- Making decisions within their mandate and executing a higher quality of service combined with increased quantity as per the performance contract
- Identifying process and procedure improvements and making recommendations to streamline and simplify processes
- Adhering to policies and procedures related to service delivery in Operations and between other areas
- Escalating systems failures to the appropriate support team for the team to stay productive
- Agreeing duties with team members to achieve operational targets including prioritisation and work schedules

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