ZAF - Customer Service Advisor- Travel Insurance

Teleperformance; Cape Town; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A leading customer service firm in South Africa is looking for a Customer Service Representative. You'll handle inbound calls and resolve customer issues while driving sales through exceptional service. The ideal candidate must have at least 12 months of customer service experience and exhibit superior communication skills. This role involves retaining customers and advocating for their needs.

Qualifications

• Matric or NQF Level 4 required.
• Minimum 12+ months of experience in customer service or sales.
• Superior communication skills.

Responsibilities

• Guide customers to issue resolution via phone and chat.
• Convert quotes into sales focusing on retention.
• Resolve customer complaints and escalate as needed.
• Meet and exceed quality standards in customer care.

Skills

Customer service skills

Problem-solving

Communication (oral and written)

Sales skills

Time management

Interpersonal skills

Education

Matric or NQF Level 4

Job description

Overview

Dealing effectively with inbound calls regarding a range of products and transactions is what’s involved here. A real chance to make the most of your excellent customer service skills. You’ll spend each day identifying and fulfilling a variety of needs, including bringing on board new customers, retaining existing ones and cross-selling at every opportunity. In short, you’ll provide a high-quality service and prove that nothing is too much trouble.

Qualifications

• Matric or NQF Level 4 - Required
• Minimum 12+ months of experience working with a Customer service/Sales process - essential
• Superior oral and written communication, presentation, and interpersonal skills.
• Travel insurance/ Health insurance and Medical insurance expereince 6+months

Responsibilities

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Guide customers to issue resolution via phone, email, and chat channels
• Converting quotes in to sales focusing on customer retention and exceptional service at all times
• Problem-solve customer challenges and educate them on additional features or use cases for the product/service
• Advocate for customers, taking ownership of the resolution journey
• Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions
• Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly
• Demonstrate strong business and strategic acumen to balance both the customer and business goals
• Respond to product inquiries and answer questions ensuring the product matches the customers’ needs
• Become a product expert and understand each customer’s needs to provide real, effective solutions based on customers’ needs and deliver exceptional customer service
• Uphold processes and policies in support of organizational goals
• Execute against organizational SLAs for customer care
• Contribute proportionately to the team’s achievement of all KPI’s as set by the Team Leader
• Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled
• Balance rapidly shifting priorities through multitasking and flexibility
• Maintain positive attitude in the face of customer concerns, treating customers fairly and with respect
• Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience
• Following our Business Code of Conduct and regulatory requirements and always acting with integrity and due diligence
• Understanding customer’s needs and, or, any vulnerably the customer may have to ensure each customer receives appropriate assistance in good time to ensure the customer is not disadvantaged
• Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.

Competencies and Specific Skills

• Drive sales through service
• Ability to build rapport with strong soft skill ability
• Excellent verbal and written communication
• Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
• Natural tendency to quickly problem-solve in the most stressful situations
• Excellent time management capabilities with strong attention to detail
• Ability to multitask and prioritise accordingly based on assigned deadlines
• Strong ability to manage difficult situations and challenging customers
• Capacity to take ownership of resolving the customer issue and act as an advocate
• Capability to learn new systems and tools in a fast-paced environment
• Ability to develop and apply innovative solutions to solve challenges in ambiguous situations
• Strong ability to ask questions and think critically to uncover root cause of customer issue