Service Expert - Inbound

Oneplan Underwriting Managers (Pty) Ltd.; Gauteng; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Oneplan Underwriting Managers (Pty) Ltd. is seeking a client engagement specialist to support customers across omni-channel platforms, delivering a world-class digital client experience and high first-call resolution.

You will manage inquiries via telephone, email, messaging apps and social media, advocate for customers, collaborate with internal teams, and help drive continuous improvement of service quality, compliance and customer-centric processes.

Qualifications

• Must deliver efficient first call resolution to client service issues.
• Improve client service experience and facilitate organic growth.
• Handle inquiries via omni-channel platforms including phone, email, and social media.
• Escalate queries per SOP and ensure timely resolution.

Responsibilities

• Maximizes client service performance by resolving issues on first contact.
• Participates in communications with clients via omni-channel including telephone, mail, email, messaging apps and social media.
• Handle complex and escalated client service issues.
• Educate clients on product offerings and usage to resolve queries at first contact.
• Follow up and follow through on all client queries and escalate as needed.
• Maintain voice of the customer and feedback to improve the client experience.
• Ensure adherence to SOPs and regulatory/compliance requirements.

Job description

Main purpose of the job

To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.

Client Engagement

• Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise in order to expand the client’s use of existing products and to identify new products offerings
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
• Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure invoices have been captured and attached for any claims-related queries.
• Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
• Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to optimise client experience
• Drive digital omni-channel strategy, through improving the client’s digital experience.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs