Travel Call Centre Agent

Bryte Insurance Company Limited; Johannesburg; On-site; ZAR 167,400 - 279,000; Full time

Job summary

A leading insurance firm in Johannesburg is seeking a dedicated Customer Service Representative to efficiently manage incoming calls and emails, assist clients with travel insurance products, and maintain high-quality service. The ideal candidate must have a Matric qualification, relevant FAIS qualifications, and proficient skills in MS Suite. Experience in a call centre environment and knowledge of customer service principles are essential. This role offers an opportunity to make a significant impact in customer satisfaction.

Qualifications

• Matric qualification required.
• Relevant qualification per FAIS requirements is essential.
• Completion of the RE5 for Representatives is mandatory.

Responsibilities

• Manage volume of incoming calls and emails.
• Process all email correspondence with customers.
• Assist clients with advice on travel products.

Skills

Proficient in relevant computer applications

Knowledge of customer service principles

Experience in call centre sales

Required language proficiency – English and Afrikaans

Education

Matric

Relevant qualification per FAIS requirements

RE5 for Representatives

Tools

MS Suite (Excel, Word, Outlook)

Job description

Bryte Insurance Company Limited is the premier, proactive commercial risk specialist in Southern Africa. Applying our unparalleled sector insights, proven expertise and foresight, we partner with customers and brokers to protect their businesses and improve their risk profile across the continent. Bryte Insurance Company Limited approaches customer risk with purpose, proactively working with brokers and customers to enable better risk decisions

Key Tasks & Accountabilities

• Manage volume of incoming calls and emails.
• Manage and process all email correspondence with customers. This includes scheduling customer appointments, where necessary, to process payments via a secure payment system.
• Manage and process all email correspondence with travel agents on products.
• Assist all direct customers and travel agents with advice on the Bryte Travel products and services.
• Processing of all confirmations of cover referrals.
• Responding to all clients whilst maintaining a high quality of service and performance standard.
• Facilitate quotations and sales of travel insurance products.
• Facilitate amendments and cancellations to existing travel insurance policies.
• Adhere to the Quality Assurance and Compliance requirements set out by management.
• Complaints resolution within the required guidelines.
• Where possible use email templates provided to ensure consistent compliance with standards.
• Perform follow up outbound calls when required.
• Ensure optimal level of client satisfaction at all times.

Qualifications & Experience

• Matric
• Must hold relevant qualification per FAIS requirements
• Must have successfully completed the RE5 for Representatives (Regulatory Exam)
• Ensure CPD (continuous professional development) hours are up to date for personal lines
• Proficient in relevant computer applications (MS Suite e.g., excel, word, outlook etc.)
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Experience in call centre sales and customer services environment
• Experience in an inbound sales and service-related role
• Ability to accurately and efficiently capture information on different platforms