Insurance Customer Experience & Retention Specialist

EdUpStairs; Oos-Kaap; On-site; ZAR 84,000 - 106,000; Full time

Benefits offered by this job

Medical Insurance

Values based environment

Fast paced environment

Support and guidance

Job summary

EdUpStairs in South Africa seeks a customer service professional to safeguard, develop, and enhance customer loyalty by delivering knowledgeable information and promoting significant products and services.

You will respond to inbound inquiries, maintain service standards, and work in a fast-paced environment. Matric is essential; 6–12 months in a BPO or financial services setting is preferred. A monthly salary with incentives is offered.

Qualifications

• Minimum of 6-12 months experience in a similar service/insurance-driven BPO environment.
• Experience in the Financial Service Industry or similar Regulated Industry - Essential
• Proven experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in the motor insurance industry

Responsibilities

• Responding to inbound customers and colleagues
• Customer support agents are responsible for helping each customer find the appropriate solution for their situation
• Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact
• Queries to identify, qualify and close new business opportunities
• Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business
• Striving for First Call Resolution on every contact
• Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person
• Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness
• Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance
• Taking correct information, asking the right questions, and offer the solutions that leave them smiling
• adhere to FCA conduct rules

Skills

Excellent communicator

Self-motivated

Learning mindset

Target driven

Polite and friendly

Professional and welcoming

Customer service delivery

Prioritise tasks

Active listening

Curiosity

Team spirit

Positive mindset

Rapport building

Ownership

Education

Matric or equivalent

Job description

EdUpStairs in South Africa seeks a customer service professional to safeguard, develop, and enhance customer loyalty by delivering knowledgeable information and promoting significant products and services.

You will respond to inbound inquiries, maintain service standards, and work in a fast-paced environment. Matric is essential; 6–12 months in a BPO or financial services setting is preferred. A monthly salary with incentives is offered.