Insurance Customer Support Consultant

**Purpose of the role**

**Key Performance Areas**

**Delivering Customer Excellence on the digital channel**
- Effectively manage all incoming customer queries on digital.
- Provide an empathetic, engaging, respectful, friendly, and professional service to enhance the customer’s experience.
- Take accountability for each interaction by ensuring that it is resolved to the customer's satisfaction.
- Handle objections appropriately to ensure that positive results are achieved.
- Display empathy when addressing difficult queries by identifying the needs, confirming understanding, and then providing the best possible solution.
- Improve the customer experience and service delivery by providing excellent customer service.
- Achieve benchmarks and targets related to customer excellence: CSAT (Customer satisfaction) - strive and drive excellence in customer satisfaction scores by delivering world-class customer service on digital platforms.
- CES (Customer Effort Score)-ensures a seamless and efficient customer experience by minimizing the effort required to resolve queries.
- Focuses on ease of service by providing clear, efficient, and effective support.
- FCR (First Contact Resolution) - ensure that all customer queries are unpacked and investigated to ensure that the wherever possible, the first response is the best.
- These key metrics may change over time as the business evolves.

**Delivering Customer Excellence on the voice channel**
- Effectively manage all incoming consultant queries.
- Provide an empathetic, engaging, respectful, and professional service towards our consultants.
- Highlight any coaching/training needs that consultants may require based on your assessment of the engagement.
- Effectively manage all incoming customer queries on all channels.
- Provide an empathetic, engaging, respectful, friendly, and professional service to enhance the customer’s experience.
- Take accountability for each interaction by ensuring that it is resolved to the customer's satisfaction.
- Handle objections appropriately to ensure that positive results are achieved.
- Display empathy when addressing difficult queries by identifying the needs, confirming understanding, and then providing the best possible solution.
- Improve the customer experience and service delivery by providing excellent customer service.
- Achieve benchmarks and targets related to customer excellence SLA (Service Level Agreement) - always remain available on the scheduled
- platform.
- NPS (Net Promoter Score) - embody the Finchoice ethos in customer interactions to ensure positive results in this area. Also seeking to improve any processes hindering performance in this regard.
- QA(quality assurance) - ensure that the quality of the service provided to our customers are of a high calibre whilst ensuring that compliance is adhered to.

**Achieving productivity measures**
- Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, on the digital and voice channels.
- Be consistently available to manage call transfers/tickets/chats by adhering to company protocols.
- Administer policies in an organized and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
- Proactively exploring ways to improve operational efficiencies.
- Effectiveness in diagnosing and resolving complex queries by reconfirming customers' queries, should the need arise.
- Average FRT (First Response Time) - ensure that our customers are responded to timeously, constantly seeking to raise the bar and optimize efficiency in response times whilst maintaining a high quality of service.
- Average resolution time
- ensure that all customer queries and interactions are resolved within a specified time frame, constantly seeking to raise the bar by reducing resolution times whilst maintaining a high quality of service.

**Meeting quality and conduct standards**
- Focus on first contact resolution by ensuring the correct information is shared with the customer, for voice and digital channels.
- Ensure that compliance requirements are met.
- Logging and capturing all customer and platform information accurately.
- Adhere to internal systems, policies, and procedures.
- Behaving professionally towards customers and colleagues

**Team collaboration**
- Working effectively with other team members and departments.
- Escalating any challenges faced, timeously to not impact the customer experience.
- Contributing to team knowledge bases and sharing best practices.
- Supporting and assisting colleagues who reach out for support.

**Qualifications & Accreditations**

Matric or NQF 4.

**Experience & Skills**
- 1 -2 years (minimum) in Customer Interaction experience
- Effective communication skills (verbal and written)
- Clear credit and criminal record
- Excellent business writing skills