ZAF - Customer Service Advisor- Travel Insurance

Dealing effectively with inbound calls regarding a range of products and transactions is what's involved here. A real chance to make the
most of your excellent customer service skills. You'll spend each day identifying and fulfilling a variety of needs, including bringing on
board new customers, retaining existing ones and cross-selling at every opportunity. In short, you'll provide a high-quality service and
prove that nothing is too much trouble.

• Matric or NQF Level 4 - Required
• Minimum 12+ months of experience working with a Customer service/Sales process - essential
• Superior oral and written communication, presentation, and interpersonal skills.
• Travel insurance/ Health insurance and Medical insurance expereince 6+months

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Guide customers to issue resolution via phone, email, and chat channels
• Converting quotes in to sales focusing on customer retention and exceptional service at all times
• Problem-solve customer challenges and educate them on additional features or use cases for the product/service
• Advocate for customers, taking ownership of the resolution journey
• Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions
• Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly
• Demonstrate strong business and strategic acumen to balance both the customer and business goals
• Respond to product inquiries and answer questions ensuring the product matches the customers' needs
• Become a product expert and understand each customer's needs to provide real, effective solutions based on customers' needs and deliver exceptional customer service
• Uphold processes and policies in support of organizational goals
• Execute against organizational SLAs for customer care
• Contribute proportionately to the team's achievement of all KPI's as set by the Team Leader
• Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled
• Balance rapidly shifting priorities through multitasking and flexibility
• Maintain positive attitude in the face of customer concerns, treating customers fairly and with respect
• Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience
• Following our Business Code of Conduct and regulatory requirements and always acting with integrity and due diligence
• Understanding customer's needs and, or, any vulnerably the customer may have to ensure each customer receives appropriate assistance in good time to ensure the customer is not disadvantaged
• Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.
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Competencies and Specific Skills

• Drive sales through service
• Ability to build rapport with strong soft skill ability
• Excellent verbal and written communication
• Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
• Natural tendency to quickly problem-solve in the most stressful situations
• Excellent time management capabilities with strong attention to detail
• Ability to multitask and prioritise accordingly based on assigned deadlines
• Strong ability to manage difficult situations and challenging customers
• Capacity to take ownership of resolving the customer issue and act as an advocate
• Capability to learn new systems and tools in a fast-paced environment
• Ability to develop and apply innovative solutions to solve challenges in ambiguous situations
• Strong ability to ask questions and think critically to uncover root cause of customer issue