Overview
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
- Strong customer focus
- Excellent verbal communication skills
- Ability to deliver excellent customer service experience
- Ability to prioritise tasks
- Proven ability to listen actively and to hear important information
- Computer literacy
- Strong negotiation skills
- 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/sales BPO environment.
- 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
- Night shift
Qualifications
- Matric or equivalent - Essential
Responsibilities
Key Responsibilities
- Responding to inbound customers and colleagues.
- Assisting customers in finding appropriate solutions for their situations.
- Taking ownership of high-risk vulnerable customers by providing end-to-end management and a consistent point of contact.
- Identifying, qualifying, and closing 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 practices.
- Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand.
- Proactively developing customer service skills and knowledge, applying best practice techniques and tools, and demonstrating our clients' People Expectations to maximize performance.
- Complying with all our clients' required standards of sales/service excellence and best practice, operational effectiveness, and legal and regulatory requirements.
- Taking correct information, asking the right questions, and offering solutions that leave customers satisfied.
- Adhering to FCA conduct rules.
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