Job Description:
The Customer Services Consultant contributes to
the organisational goals through the servicing of customers, in a
manner which drives customer satisfaction, cost efficiency, client
retention and business profitability.
Qualifications & Experience:
Customer Service/ Administration/ Marketing Diploma
Minimum one year experience in customer service /insurance
oriented environment
Desired: FAIS Accreditation (60 credits)
Knowlegde of:
- Legislation (FAIS, FICA, LOA etc)
- Policy terms and conditions
- Insurance principles (risk, NCB etc)
Job Outputs:
- Ensure each and every customer interaction results in a
positive and beneficial experience for both organisation and
customer.
- Adherence to customer service centre processes and procedures
(e.g. work standards, schedule adherence, workflow processes
etc).
- Ensure quality standards are met (e.g. accurate data capture,
accuracy and relevance of information provided, customer retention
- SQA evaluations as source).
- Provide accessibility for customers and maintaining an
awareness of customer and team / organisational impact
(absenteeism, smoke breaks etc).
- Support customer retention through ensuring each interaction
meets customer needs (use own initiative to understand customer
circumstances and respond with solution to meet customer and
organisation needs).
- Build and maintain relationships with internal and external
stakeholders (Sales, Finance, Retention and Lancet Laboratories
etc.)