Professional Service Agent

6 months 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) essential.
- A 3-year tertiary qualification (Degree/BTech/National Diploma) with relevant business orientation essential

**Experience and Knowledge**:

- 2 - 3 years’ experience in an administrative and business coordinating/ business sales support role in financial services essential.
- 2 -3 years Intermediate knowledge of the Life Assurance or Financial Services industry essential.
- 2 years call centre inbound experience is required, preferably in financial services.

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

- Be a fast thinker with excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries.
- Customer centric and display a positive and professional image of PPS by building and maintaining relationships.
- Have excellent verbal and written communication skills in English. A good command of the English Language.
- Be a team player by being reliable and trustworthy.
- Have good decision-making skills.
- Be proactive and have an ability to solve problems.

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

- This incumbent will be responsible for 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 required to be up-skilled and take ownership of their responsibilities within their probation period of 3 months.
- They will be required to make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract.
- He/she must excel in a pressurised environment and be a quick thinker that applies logic in decision making.
- Execute policies and procedures related to service delivery in Operations and between other areas.
- Identify process and procedure improvements and make recommendations to streamline and simplify processes.
- Escalate systems failures to the appropriate support team in order for the team to stay productive.
- Agree duties with team members in order to achieve operational targets including prioritisation and work schedules

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