Operations Consultant: VAPS OPS - Retentions (Afrikaans Speaking)

Telesure Investment Holdings (TIH); Johannesburg; Sur place; ZAR 201 000 - 290 000; Plein temps

Résumé du poste

TIH is seeking a customer service professional in Johannesburg to provide effective service, retain clients and build lasting relationships. Focus on understanding client needs and offering fit-for-purpose solutions while meeting KPI targets.

Responsibilities include handling inquiries via phone and email, clarifying needs, upselling where appropriate, and ensuring accurate data capture and compliance with policies and procedures. At least 2 years in service/collections/retentions preferred.

Qualifications

• Matric or SAQA equivalent plus FAIS regulatory exam 5.
• Experience in service/collections/retentions is preferred.
• Strong attention to detail and compliance with standards.

Responsabilités

• Respond to client inquiries via calls and email with professionalism.
• Identify customer needs and offer suitable product solutions (upselling where appropriate).
• Maintain accurate customer records and data integrity across systems.
• Ensure compliance with organization policies, procedures and SLAs.
• Support performance metrics and personal KPI development.
• Develop capabilities through training, coaching and ongoing education.

Connaissances

Customer Service

Communication

Retention

Upselling

Formation

Matric/Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5

Description du poste

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

Job Purpose

Providing effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI’s. Focus on growth of brand and process alternative solutions to meet customer needs.
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Responsibilities

Customer Service

Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality service to customers, both via telephone and email.

Customer Needs Clarification

Determine customer’s core need, in an effort to meet their expectations from a customer and product offering point of view. Conducting needs analyses to identify most appropriate product offerings (upselling). Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.

Administration

Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

Operational Compliance

Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure. Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI’s.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

At least 2 years experience in a Service /Collections / Retentions environment.
Advantageous: Complaint handling.