Contact Centre Consultant : Bi

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a dynamic team at a leading financial services provider in South Africa. As a Contact Centre Consultant, you will play a pivotal role in managing customer interactions, resolving queries, and promoting additional services. This is an excellent opportunity to enhance your skills in a supportive environment focused on professional growth and customer satisfaction. If you have a passion for customer service and a drive to excel, this role is perfect for you. Embrace the chance to make a meaningful impact while advancing your career in a reputable organization.

Qualifications

• 2+ years customer service experience is essential.
• Regulatory exam 5 and Customer Service certificate are advantageous.

Responsibilities

• Manage customer requests and provide solutions for first call resolution.
• Identify products that meet customer needs and influence purchase decisions.

Skills

Customer Management

Customer Needs Analysis

Up-selling

Operational Compliance

Education

Matric / Grade 12 / SAQA Accredited Equivalent

Customer Service certificate

Job description

Contact Centre Consultant : BI page is loaded

Contact Centre Consultant

Location: Gauteng, Johannesburg

Time type: Full time

Posted on: 3 Days Ago

Application deadline: April 30 (10 days left to apply)

Job Requisition ID: JR

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organization with purpose.

Job Purpose

Obtain and capture information from insured or designated persons for the purpose of settling claims with insurance carriers. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to customers.

Responsibilities

1. Customer Management (External and Internal): Help manage customers by carrying out standard activities and providing solutions for first call resolution and completion of customer requests according to required standards.
2. Customer Needs & Analysis: Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.
3. Up-sell Customer Propositions: Identify products or services that best meet customer needs, explain the benefits, and influence purchase decisions.
4. Correspondence: Respond to routine requests via phone or email; customize responses for unusual requests.
5. Operational Compliance: Develop knowledge of company policies, procedures, and relevant regulatory codes, adhering to mandatory standards.
6. Administration: Update policy information (e.g., address changes, policyholder details, banking info) and attend to policy-related customer requests.
7. Personal Capability Building: Participate in training and development activities, stay informed on industry best practices through ongoing education.
8. Work Scheduling and Compliance: Follow assigned schedules and mandatory procedures to ensure quality and compliance.

Education

• Matric / Grade 12 / SAQA Accredited Equivalent (Essential)
• Regulatory exam 5 (Advantageous)
• STI Qualification (Advantageous)
• Class of Business (Advantageous)
• Customer Service certificate / related qualification (Advantageous)

Experience

• 2+ years customer service experience (Essential)
• 1-year call centre experience in the Financial Services industry (Advantageous)

Think you have what it takes to be part of an unstoppable team that constantly finds better ways to give peace of mind?