Telesure Investment Holdings: Services Consultant

Company Telesure Investment Holdings
Reference # SCBIAS2809
Published 28/09/2020
Contract Type Permanent
Salary Market Related
Location Mount Edgecombe, KwaZulu-Natal, South Africa
Introduction
Respond to customer emails and ensure follow up calls where required in a
professional manner.
Manage and resolve customer complaints and provide product and service
information to customers.
Identify customer claims and route calls to appropriate department.
Job Functions Call Centre,Client Services
Industries Insurance
Specification
To always strive to deliver service that aims to achieve first contact resolution
across multi-channels (E.g. Voice, e-mails, web etc.).
 Enhance efficiencies resulting in improved costs through effective contact center
discipline.
 Increase customer satisfaction through positive interaction focusing on making it
easy to fulfil customer needs by living the Telesure Service Way behaviors.
 Continuously strive to maintain and enhance product and system knowledge,
living up to the customer service expectation while providing sound financial
advice (Complying to FSB).
 Ensuring appropriate ownership of customer retention value chain by providing a
professional quality service.
 Providing sales through service while selling and up-selling appropriate new
product offerings and/or Value Added Products to the customer as per the
customer journey strategy.
 Ensuring accurate and comprehensive data capturing of customer information to
safeguard against risk.
 Accurately identify the origin and reason for policy cancellations (or cancelled
policies) relative to various channels and brands (broker or customers).
 Effectively determine the cause for the policy cancellation (or potential policy
cancellation) by selecting the most appropriate approach of responding to the
customer or broker.
 Apply or provide competitor comparisons where necessary relative to the
cancellation reason and customer needs in order to provide the options to
customer.
 Apply different discounting strategies relative to customer profitability as
determined by business analytics and tools.
 Engage in effective brand reputation management aligned to specific customer
concerns in order to limit brand damage and integrity by building and maintaining
relationships with colleagues, customers, brokers and service providers.
 Adhere to all required risk and compliance requirements as stipulated for the role;
adhere to all business rules, business processes and system access and
management regulations on an on-going basis
Requirements
General Education
Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5
(Advantageous); STI Qualification (Advantageous); Class of Business
(Advantageous); Customer Service certificate/or related qualification

General Experience
2 or more years customer service experience (Essential); 1 year call centre
experience in Financial services industry (Advantageous)

Job Closing Date 05/10/2020

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