Customer Service Consultant - Nightshift Australia

Telesure Investment Holdings Pty • Other • Johannesburg, Gauteng, South Africa • $200 - $300 / year • 6d ago

Customer Service Consultant - Nightshift Australia

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Obtain and capture information from insured or designated persons for the purpose of settling claims with the insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.

Responsibilities

Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer requests executed according to the required standard.
Customer Needs & Analysis
Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.
Up-sell Customer Propositions
Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
Correspondence
Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).
Operational Compliance
Develop working knowledge of the organization's policies and procedures and of regulatory codes relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Identify and report potential risks or inadequate controls related to compliance or operational risks. Champion a culture of risk and compliance across the division. Maintain awareness, understanding, and compliance with Company policies and procedures, including the on-time completion of mandatory training.
Administration
Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy-related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Operational Compliance
Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.