Claims Administrator
1 week ago
**Role Responsibilities**:
All functions and duties related to the position include, but are not limited to the following:
- Resolve queries and provide product/service information
- Achieve first-call resolution and meet key performance metrics
- Document interactions as per company procedures
- Report trends and assist with call logs and reports
- Strive to meet call centre metrics
- Participate in training and follow company policies
- Stay updated on products/services and follow company policies
- Work with the team to improve processes
- Grade 12 essential
- Completed RE5 (beneficial)
- NQF Level 5 Short-Term Insurance Certificate (beneficial)
- 1-3 years of experience in a call centre environment
- Ability to handle stressful situations effectively
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
- Superior listening, verbal, and written communication skills
**Knowledge and skills**:
- Product/Service Knowledge: Understand and explain company products/services clearly
- Call Center Metrics: Familiar with KPIs like average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and others
- Technology Tools: Proficient in CRM systems and call center software**.**Understanding of how to document and track customer interactions
**Core and behavioural competencies**:
- Communication: Clear, polite, and concise verbal and written communication
- Problem-Solving: Quick and effective issue resolution
- Active Listening: Empathetic and attentive to customer needs
- Communication Skills: Clear, professional verbal and written communication; active listening
- Customer Focus: Empathy, problem-solving, and a service-oriented approach
- Adaptability: Resilience in high-pressure situations and openness to change
- Technical Proficiency: Familiarity with customer relationship management (CRM) tools and call center platforms for logging customer interactions and managing queries
- Attention to Detail: Accurate documentation and quality control
- Time Management: Efficient task prioritisation and multitasking
- Team Collaboration: Effective teamwork and supporting colleagues
- Conflict Resolution: Patience, de-escalation skills, and addressing customer concerns
- Reliability: Consistent performance and taking ownership of customer interactions
**Core competencies**:
- Emotional Intelligence - Strong self-awareness, empathy, and ability to manage emotions in high-pressure situations
- Customer Focus - Proactive service mindset with a positive attitude, delivering personalized solutions
- Communication Skills - Active listening and clear communication, both verbal and written
- Problem-Solving - Analytical thinking with creative solutions and resilience when facing challenges
- Adaptability - Open to changes, quick learner, and adaptable to evolving customer needs
- Accountability - Responsible for tasks, transparent with customers, and consistently dependable
- Stress Management - Ability to stay calm and maintain service quality under pressure
- Teamwork - Cooperative, flexible, and open to constructive feedback for continuous improvement
- Motivation & Initiative - Self-driven to meet goals, proactive in anticipating customer needs
- Conflict Management - Skilled in de-escalating tension, balancing company policies with customer satisfaction
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