Job Advert Summary
Purpose of the Job:
A member of the primary contact team reporting to the Manger Member Services. This role will be responsible for providing a professional service to PPS members and associated parties via an Omni-channel contact centre model. The purpose of the role is to create a client experience that feels convenient, effortless, and personal. It must feel bespoke to the client, , giving the full-suite service and experience, in line with the dynamic hosting principles
Will work in shifts that will be rotated amongst the team weekly (between 7am & 7pm weekdays and on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business.
Minimum Requirements
Formal Qualifications:
- Matric (Grade 12)
- A 3-year tertiary qualification (Degree/Bachelor of Technology) with relevant business orientation
Experience and Knowledge:
- 1-3 years’ customer service experience
- 1-2 years’ working experience in call centre and back-office processing is a clear advantage
Computer Literacy:
- MS Office package, particularly the Internet, Outlook, and Excel
Interpersonal and Intrapersonal Skills:
- Able to thrive under constant pressure.
- Accuracy and attention to detail for all relevant work types.
- Ability to organise and prioritise.
- Team player.
- Risk conscious.
- To act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles.
- Competent writing and communication skills.
- Proactive thinking.
- Emotional intelligence.
- Empathy.
- Sense of urgency.
- Client Centricity.
- Results Driven.
- Sales driven.
- Intellectually Curious.
- Optimistic Kindness.
- Work Ethic.
- Self-Awareness.
Duties and Responsibilities
Key Responsibilities:
- Engage and respond to customer’s contacts professionally regardless of channel.
- Take ownership of customer requests from receipt to conclusion.
- Be able to proactively anticipate customer’s needs holistically.
- Identify and escalate issues to supervisors.
- Provide product and service information to all customers.
- Be able to source information from various software systems (Pro-Fit, IAA, Service Manager, Single Sign On, and MIP).
- Research required information using available resources.
- Be equipped to sufficiently handle claims and underwriting related queries with training and the resources available.
- Research, identify, and resolve customer complaints using applicable software.
- Route calls to appropriate people where required.
- Be able to handle escalations and irate customers in an efficient manner and log complaints in line with the PPS complaints handling process.
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Complete call logs and reports.
Assist Management and Support Team
- Agree duties with team members in order to achieve operational targets including prioritization and work schedules.
- Responsible for enforcing PPS’s training and development program. They may also be assigned a junior employee to mentor.
- To execute policies and procedures related to service delivery in Operations and between other areas.
- Build and maintain relationships with relevant stakeholders.
Keep Track of Customer Trends:
- A Client Engagement Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
- Identify process and procedure improvements and make recommendations to streamline and simplify processes.
- Escalate systems failures to the appropriate support team in order for the team to stay productive.
- Recognize, document, and alert the management team of trends in customer calls
Maintain Product Expertise:
- In order to answer customer complaints and questions, a Client Engagement Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.
Cross-solutioning: Sales:
- Identify lucrative opportunities across the various channels (calls, emails and webchat) to cross-sell PPS Short-term insurance to existing members to increase revenue and Profit-Share.
- Be able to pitch our various product offerings (Investments, Professional Health indemnity, Fiduciary, Healthcare etc.), using the widget tool.
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