ZAF AVIVA- UKD VOICE GQ

EdUpStairs; Oos-Kaap; On-site; ZAR 84,000 - 106,000; Full time

Benefits offered by this job

Medical Insurance

Values based environment

Fast paced environment

Support and guidance

Job summary

EdUpStairs in South Africa seeks a customer service professional to safeguard, develop, and enhance customer loyalty by delivering knowledgeable information and promoting significant products and services.

You will respond to inbound inquiries, maintain service standards, and work in a fast-paced environment. Matric is essential; 6–12 months in a BPO or financial services setting is preferred. A monthly salary with incentives is offered.

Qualifications

• Minimum of 6-12 months experience in a similar service/insurance-driven BPO environment.
• Experience in the Financial Service Industry or similar Regulated Industry - Essential
• Proven experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in the motor insurance industry

Responsibilities

• Responding to inbound customers and colleagues
• Customer support agents are responsible for helping each customer find the appropriate solution for their situation
• Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact
• Queries to identify, qualify and close new business opportunities
• Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business
• Striving for First Call Resolution on every contact
• Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person
• Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness
• Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance
• Taking correct information, asking the right questions, and offer the solutions that leave them smiling
• adhere to FCA conduct rules

Skills

Excellent communicator

Self-motivated

Learning mindset

Target driven

Polite and friendly

Professional and welcoming

Customer service delivery

Prioritise tasks

Active listening

Curiosity

Team spirit

Positive mindset

Rapport building

Ownership

Education

Matric or equivalent

Job description

The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.

Qualifications

Skills and Attributes

• An excellent communicator (written and oral)
• Self-Motivated
• Passionate about learning
• Target Driven
• Polite, co-operative and a friendly manner essential
• Professional and welcoming
• Ability to deliver excellent customer service experience
• Ability to prioritise tasks
• Proven ability to listen actively and to hear important information
• Curious, Team Spirited and Big Hearted
• A positive mind set with a passion for continuous improvement
• An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment
• Have the ability to build rapport with Customers giving a human touch to the conversation
• Ownership and Rapport building

Experience

• Minimum of 6-12 months experience working within a similar service/Insurance driven BPO environment.
• Experience working within the Financial Service Industry or similar Regulated Industry - Essential
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in the motor insurance industry

Qualifications

• Matric or equivalent- Essential

Salary Structure and incentives:

• Monthly Basic salary
• Probation R7500 thereafter R9500 – Subject to annual increases based on performance
• Monthly Incentive: R1500 – Performance based

Additional Benefits:

• Medical Insurance
• Values based environment where the customer is first
• Fast paced environment where attention to detail is of utmost importance
• We collectively embrace change and step up to the challenge
• Support and guidance is a given - as much as independence is expected

Are you Committed to empathically solve complex customer queries, Care enough to ensure a positive customer journey and you are Confident in your ability, we would like you to join our Community

Responsibilities

Responsibilities

• Responding to Inbound Customers and Colleagues
• customer support agents are responsible for helping each customer find the appropriate solution for their situation.
• Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact
• Queries to identify, qualify and close new business opportunities
• Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business
• Striving for First Call Resolution, on every contact
• Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
• Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
• Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements
• Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.
• adhere to FCA conduct rules