Contact Centre Consultant

2 weeks ago

Cape Town, South Africa Metropolitan Life Full time

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

**Role Purpose**

To render a comprehensive telephony and administration client service to policyholders and other internal and external customers.

**Requirements**:

- Matric/Grade 12
- Ability to speak and understand English, and two or more additional South African languages [Sotho | Tswana | Pedi]
- 2 years client service call centre experience, dealing with calls and all related admin functions
- Understanding of long term insurance industry and In House systems

**Duties & Responsibilities**
- Handle all incoming contact mediums and all related administration received as a result of the contacts received
- Perform tasks to adhere to the pay for performance requirements
- Manage and adhere to established service level agreements
- Develop and maintain productive and collaborative working relationships with peers
- Positively influence and participate in change initiatives
- Investigate client queries within the agreed service level agreement and ensure that clients receive 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 clients receive the appropriate after sales service
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Provide authoritative, expertise and advice to clients and stakeholders
- Build and maintain relationships with clients and internal and external stakeholders

**Competencies**
- Client/Stakeholder Commitment
- Drive for Results
- Collaboration
- Impact and Influence
- Self-Awareness and Insight

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