Customer Advisor at Mutual & Federal

Job description

Detailed Description

• Troubleshoot technical problems with digital support environment for resolution (where necessary).
• Actively participate in the testing and deployment of new releases or enhancements.
• Have an in-depth understanding of the iWYZE website and content to manage customer experience and for managing technical or navigational matters.
• Effective service delivery across a multi-channel environment.
• Timeous escalation of unresolved matters to manager
• Effectively co-ordinate delivery across access layers and SLA’s with relevant internal partners based on the agreed operating model
• Manage all telephonic and online customer communication and enquiries (voice, click-to-chat, online, e-mail etc).
• Sales sweeping as required to conclude a sale / conversions of potential sales as agreed (this role could be a separate requirements when the volumes justify it).
• Respond to customer “customer click-to-chat” requests through to resolution.
• Achieve agreed iWYZE service promise related to brand attributes and expectations within agreed turn-around times.
• Deliver on customer retention objectives as agreed in the operating model
• Deliver against the defined customer retention approach and agreed targets.
• Achieve agreed policy premium collection targets.
• Delivery to defined iWYZE Customer experience journey.
• Make recommendation related to enhancements, streamlining or redesign of processes or system functionality based on customer engagement and feedback.
• Delivery against the agreed customer experience outcomes as per each touch-point (self or co-ordinated).
• Timeous escalation of unresolved matters to manager.
• Meet iWYZE customer objectives aligned to TCF and specific brand outcomes and measurements.
• Ensure that business objectives and personal delivery aligns to and meets the TCF principles.
• Meet agreed SLA requirements related to brand and customer experience.
• Customer Experience
• Ensure that the achievement of acceptable Customer Experience measurement in alignment with the iWYZE Value Proposition.
• Finding a Better Way
• Effectively engaging with customers and obtaining feedback and relevant insights to ensure the improvement of processes, systems etc.

Job Requirements

Essential

• Grade 12 (Standard 10) with University Entrance (NQF4)
• RE & FIAS Credits(NON-NEGOTIABLE)
• Diploma or degree in related field (customer experience, technical etc.)
• At least 2 to 3 years internet / digital experience (such as in an internet banking or in a Telecommunications environment) – preferable
• At least 4 years’ experience in a customer focussed operational environment with a strong technical side.

Desirable

• Strong and proven performance and track record in related work environments.
• Technical / system knowledge related to digital / online platforms
• Customer Service Best Practice Have an in-depth understanding of website functionality and infrastructure in general.
• Very good understanding of a web base / digital product offering and associated rules and processes.
• Above average computer literacy
• Strong verbal and written communication skills (essential)
• Problem solving capability / lateral thinking / decision making skills
• Results orientation
• Ability to work in a high-stress environment
• Numeric skills
• Ability to manage conflict
• Attention to detail and quality
• Excellent interpersonal skills: Team player
• Energetic and self-driven individual