Description
Role primarily involves managing inbound calls from policy holders for notification of loss, checking policy cover, providing correct information and updating the system. Focus on customer service, empathy and first time resolution is paramount, while ensuring answer rate is maintained and call statistics (hold time/wrap time/talk-time) are as required.

Essential Functions:

• Ensure that calls are answered per standard procedures
• Ensure that the assigned calls per hour target/ answer rate is met in accordance with SLA
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure accuracy of reserves and record keeping
• Ensure adherence to company policies and procedures
• Make telephone calls to gather additional information
• Focus on customer satisfaction, empathy, rapport building, effective communication and timely resolution of customer concerns Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions:

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
• Agents for the purpose of seeking cooperation clarification on process-related matters providing assistance and support when required
• Subject matter expert for the purpose of work thread related issues and escalated transactions
• QCA for the purpose of feedback and audit
• Trainers for the purpose of Pre-process and process training Primary External Interactions:

• Customer/supplier in the UK for customer service
• SME / trainers at the client end for training
• Exception/ escalation teams at the client end for the purpose of seeking clarifications answering queries Technical Skills:

• Good computer navigation skills, keyboarding skills
• Should be familiar with MS Office Process Specific Skills:

• Possess necessary knowledge of business concepts to effectively perform the job
• Make decisions in a timely manner; show good judgment about when to make decisions independently and when to collect more information or involve others
• Commit to achieving specific objectives and takes ownership for accomplishing them
• Responsible for handling high volumes of transactions
• Effectively balances quality, timeliness and productivity standards Soft skills (Desired):

• Self discipline
• Result orientation
• Adaptability
• Good written and verbal communication skills
• Listening and comprehension skills
• Questioning and reasoning skills
• Customer service focus
• Good telephone etiquette
• Ability to multi task, prioritize and manage daily work activities Requirements:

• Passed Matric
• 0-2 years working experience
• Credit check clear and Criminal Record clear Benefits

• Basic Salary – R7,000
• Variable pay: Pay for performance incentives
• Benefits…

Job Reference #: 201281