Customer Service Representative: Multichannel FNOL IVR at Mutual & Federal

Job description

Detailed Description

• Contribute to the development of business by enhancing customer satisfaction.
• Accurate & complete documentation of customer data leading to reduced rework & increased work efficiency.
• Actively maintain accurate data & information for reference ofinternal stakeholders.
• Meet SLA’s with internal stakeholders.
• Support major changes to business, organization and function by acting as change agents.
• Adhere to established policies & guidelines.
• Providing1st hand correct information.
• Providing information on claim status including various claim routing channels like SIU and Fast Track.
• Mapping client information to company specified requirements
• Adhere to specified standards, policies & procedures.
• Proactiveidentification & highlighting of operational issues and implementation of improvements.
• Support in implementing & following new systems and Best Operating Ppractices.
• Use appropriate tools to track the use of time of resources, money, materials or equipment.
• Focused approach to gathering & providing information
• Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation Team spirit.
• Be aware of capacity building initiatives & soft skills & product/process trainings (i.e. development programmes, sessions, mentorship, coaching etc.)
• Align own behaviour with the organisation culture and values
• Achieve own performance objectives
• Actively participate in own professional development and career path.
• Manage & deliver on expectation of direct client
• Maintaining Customer Data integrity
• Improve service though value adding by correct interpretation.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and timely solve or escalate customer queries and complaints
• Proactively suggest improvements in customer service and relations where applicable.

Job Requirements

• Matric/Grade12 from a reputed university.
• Knowledge of MS Office & basic computer skills
• Good Articulation
• 1 year required in similar roles.
• Preference with experience in short term insurance or call centres.