Service Expert - Inbound

Oneplan Underwriting Managers (Pty) Ltd.; Sandton; On-site; ZAR 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Specialist to enhance client engagement through exceptional service. In this role, you will be the first point of contact for clients, addressing their needs through various communication channels. Your ability to resolve issues promptly and educate clients on product offerings will be crucial in driving satisfaction and loyalty. Join a dynamic team that values customer-centricity and fosters a culture of respect and collaboration. If you are passionate about delivering quality service and making a difference in clients' experiences, this opportunity is perfect for you.

Qualifications

• Strong customer service skills with a focus on first call resolution.
• Ability to manage complex client service issues effectively.

Responsibilities

• Maximize client service performance and improve client experience.
• Handle escalated client service issues and provide timely resolutions.

Skills

Customer Service

Communication Skills

Problem Solving

Client Engagement

Digital Client Experience

Education

High School Diploma

Customer Service Training

Job description

Customer Support Specialist

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

Client Engagement

• Maximize client service operational performance by providing efficient first call resolution.
• Improve client service experience, create engaged clients, and facilitate organic growth.
• Manage tasks allocated through omni-channel platforms, directly dealing with clients as the first point of contact.
• Communicate with clients via telephone, mail, email, messaging apps, and social media.
• Handle complex and escalated client service issues.
• Leverage deep functional expertise to expand the client’s use of existing products and identify new product offerings.
• Maintain rapid communication channels for service-related issues and events.
• Represent the “Voice of the Customer”.
• Create a culture of Customer/Client Centricity.
• Adhere to standard operating procedures in all engagements.
• Ensure invoices are captured and attached for claims-related queries.
• Identify client needs and actively find solutions to enhance their experience.
• Educate clients on product offerings and usage methods to resolve queries on first contact.
• Follow up and follow through on all client queries.
• Escalate queries according to standard procedures and ensure timely resolution.
• Identify potential errors or obstacles impacting client experience and address them promptly.
• Demonstrate the Oneplan Values and Culture in all interactions.
• Leverage team success to drive initiatives and client experiences.
• Show leadership by accepting responsibility for daily deliverables and meeting turnaround times.
• Take ownership of every client interaction, managing queries end-to-end for a world-class experience.
• Support cross-functional efforts to resolve client-raised issues.
• Gather client feedback proactively to optimize experiences.
• Drive digital omni-channel strategy to improve the client’s digital experience.
• Escalate unresolved issues to relevant internal teams.

Quality, Consistency and Compliance

• Deliver quality service with efficiency, speed, and friendliness within SLA.
• Respond promptly to client issues, adhering to escalation parameters.
• Maintain adherence to SOPs and demonstrate strong product knowledge.
• Comply with relevant legislation and regulations.
• Foster a culture of respect and understanding across the organization.
• Recognize outcomes from effective team collaboration.
• Promote cooperation and overcome barriers to information sharing.
• Engage with stakeholders to develop joint solutions.

Self-Management

• Maintain personal quality and productivity standards.
• Apply internal procedures consistently.
• Plan and prioritize effectively, managing competing demands.
• Anticipate and manage change proactively.
• Balance achievement of objectives with organizational needs through flexibility.