Sales Support Agent

1 month ago

Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time

**Customer Communication**
- Conduct outbound calls and respond to customer requests within the determined SLA
- Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
- Respond to incoming requests for payment arrangements and persuade our customers to make payment
- Explain products and update customer details in computer system (CRM, DB & related systems)
- Policy amendments and product upgrade/ downgrades and dealing with related queries
- Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
- Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
- Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
- Follow-up on customer enquires not immediately resolved, within determined SLA’s
- Research billing issues or misapplied payments within determined SLA’s and respond to client
- Follow and adhere to customer care processes, procedures and protocol
- Focus on first call resolution as far as possible

**Process Improvement**
- Identify new business practices/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
- Report regularly to Team Manager on all activities relating to the role
- Recognize, document and alert the Manager of trends in cases or queries
- Recommend process improvements
- Other duties as assigned from time to time

**Client Engagement**
- Ensure a high level of client satisfaction through proactive support and active listening
- Investigate client queries within the agreed service level and ensure that client receives 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 service.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client 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 and 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
- Respond efficiently, accurately and ensure client feels supported and valued
- Educate clients on the value of our products and services
- Deal with outstanding debit orders and payment arrangements
- Respond to incoming requests for payment arrangements and persuade our clients to make payment
- Secure a promise to pay for the rejected debit
- Proactively contact clients who are identified as at risk of cancellation and ensure that every opportunity to retain these clients are investigated
- Identify opportunities to turn dissatisfied clients into happy clients
- Research billing issues or misapplied payments within determined SLA’s and respond to client
- Follow and adhere to retentions processes, procedures and protocol
- Focus on first case resolution as far as possible

**Internal Processes**
- Engage with clients to investigate possible reasons for the cancellation of the policy.
- Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
- Escalate client queries to the relevant departments and track the resolution of the query.
- Accurately capture client and cancellation information and relevant actions on the system.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Achieve set targets on quality and retention.
- Adhere to compliance requirements in the sales process in line with legislative requirements.
- Analyse client behaviour to identify flags for potential cancellation.
- Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation
- Gather information about client complaints
- Provide internal feedback on how to improve client retention
- Engage with clients to investigate possible reasons for the cancellation of the policy.
- Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
- Escalate client queries to the relevant departments and track the resolution of the query.
- Accurately capture client and cancellation information and relevant actions on the system.
- Accurately complete all administrative

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