Client Services Agent - JHB at Bryte Insurance Company Limited

Requirements

Key Tasks & Accountabilities

• Manage volume of incoming emails to personal and multiple shared mailboxes.
• Manage and process all email correspondence with customers as per specified service level. This includes scheduling customer appointments, where necessary, to obtain bank card information in order to process payments.
• Manage and process all email correspondence from external and internal stakeholders.
• Assist all direct customers and travel agents with advice on the Bryte Travel products and services.
• Provide administration support to the Call Centre sales agents wherever necessary.
• Processing of all confirmations of cover referrals.
• Answering overflow calls when required
• Making calls to clients or external and internal stakeholders
• Manage and process daily lead files.
• Manage voicemail boxes.
• Update daily and weekly reports
• Responding to all clients whilst maintaining a high quality of service and performance standard.
• Facilitate quotations and sales of travel insurance products when applicable.
• Facilitate amendments and cancellations to existing travel insurance policies.
• Adhere to the Quality Assurance requirements set out below.
• Administer all customer complaints and ensure timely resolution within the required guidelines.
• Where possible use email templates provided to ensure consistent compliance with standards.
• Perform follow up outbound calls when required.
• Ensure optimal level of client satisfaction at all times.

Qualifications & Experience

• Matric
• Must be FAIS Compliant and have completed the RE(Regulatory Exam)
• Proficient in relevant computer applications (Excel, Word)
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Experience in a call centre or customer service environment
• Experience in a service related role
• Ability to capture information accurately and efficiently

Key Competencies

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience