Talent Pool: Service Consultant MMH260222-6

Momentum; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Momentum is seeking a customer service professional to deliver accurate information and efficient resolutions across inbound calls, emails, walk-in interactions and other servicing channels. You will respond to client needs within service level agreements and comply with legislative and compliance requirements.

The role emphasizes taking ownership of complaints, updating client records, and providing timely after-sales support while maintaining strong relationships with clients and stakeholders,

Qualifications

• 2-3 years experience in a call centre or client service environment with knowledge of customer service principles.
• Exposure to the insurance industry preferred.
• Insurance industry experience desirable.

Responsibilities

• Engage with clients and intermediaries to resolve queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and resolve them timeously and effectively.
• Provide clients with the relevant information and documentation as required by policy guidelines.
• Capture and update client information on relevant systems.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative/compliance requirements in the service process.
• Identify and report process and system failures to improve client experience.
• Investigate client queries within the agreed service level and ensure timely feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders for appropriate aftersales services.
• Provide regular reports on delivery of services against SLAs and targets.
• Provide authoritative advice to clients and stakeholders.
• Build and maintain relationships with clients and internal/external stakeholders.
• Deliver on SLAs to manage client expectations.
• Make recommendations to improve client service and fair treatment.
• Participate in a culture of rewarding relationships and exceptional client service.
• Develop and maintain productive relationships with peers and stakeholders.
• Influence and participate in change initiatives.
• Continuously develop expertise in professional, industry and legislative knowledge.
• Contribute to continuous innovation through new ideas.
• Take ownership for driving career development.
• Contribute to the financial planning process; identify opportunities to enhance cost effectiveness and increase efficiency.
• Manage resources with due respect; provide input into risk identification and communicate recommendations.

Skills

Customer service principles

Call centre experience

Job description

Role Purpose

Deliver professional service to clients through various servicing channels (inbound calls, emails, walkin interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements, To engage with clients in an efficient manner in order to respond and resolve their queries effectively and according to service level agreements.

Requirements

• 2-3 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
• Exposure to the insurance industry (preferred),
• 2-3 years experience in a call centre/ client service environment (essential) Insurance industry experience (desirable)

Duties and Responsibilities

INTERNAL PROCESS

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296