Description:
The overall purpose of the Client Service Consultant is to provide exceptional customer service by ensuring all interactions with clients (making and taking calls, e-mails, faxes) are underpinned by the company's Client Service excellence ethos and are focused on resolving their issues, protecting their dreams, and servicing all their relevant needs efficiently and professionally.
Duties:
- Provide excellent customer service in a professional manner and compliant with quality and performance standards.
- Demonstrate an excellent knowledge of all products, services, claims processes and retentions criteria to provide efficient, professional and correct information to clients at all times.
- Ensure your own full understanding of the features and benefits of all our products when interacting with customers.
- Ensure that the customer understands the product.
- Respond to customer queries and address service complaints timeously.
- Build positive customer relations.
- Solve or escalate customer queries and complaints timeously.
- Adhere to agreed processes to deliver operational results.
- Prioritise and function positively under pressure.
- Maintain efficient workflow and administrative processes and comply with internal SLAs.
- Complete administrative tasks whilst keeping accurate and detailed stats and notes of all communication with clients.
- Recording accurate notes on all systems as required.
- Ensure adherence to call back times and regular follow up when liaising with clients.
Requirements:
- Provide excellent customer service in a professional manner and compliant with quality and performance standards.
- Demonstrate an excellent knowledge of all products, services, claims processes and retentions criteria to provide efficient, professional and correct information to clients at all times.
- Ensure your own full understanding of the features and benefits of all our products when interacting with customers.
- Ensure that the customer understands the product.
- Respond to customer queries and address service complaints timeously.
- Build positive customer relations.
- Solve or escalate customer queries and complaints timeously.
- Adhere to agreed processes to deliver operational results.
- Prioritise and function positively under pressure.
- Maintain efficient workflow and administrative processes and comply with internal SLAs.
- Complete administrative tasks whilst keeping accurate and detailed stats and notes of all communication with clients.
- Recording accurate notes on all systems as required.
- Ensure adherence to call back times and regular follow up when liaising with clients.
Minimum required qualifications
• Grade 12
• RE5
• 150 FAIS credits
Minimum required experience
• Experience in short- and or long-term insurance products.
• Minimum 2 years’ experience in a Customer Service role in an insurance call centre environment (with references).
Skills required
• Specialist knowledge and skills with regards to Insurance policies/ procedures. • Computer Literate (Excel, Word & Outlook).
• Excellent verbal, written and numeracy skills.
• Excellent telephonic sales and service ability.
• Vernacular an advantage.
• Understand importance of confidentiality with regards to clients’ financial information.
Should you not receive a response within 10 working days, please consider your application as unsuccessful