Consultant: Customer Care (GAP) at Old Mutual

Job Description

• Take inbound and make outbound calls in accordance with predetermined schedules and online customer requests
• Telephonically take customer through the service process
• Finalise calls at point of contact, where possible
• Deal with all customers in a professional manner in strict accordance with iWyze values and standards
• Manage time and workloads to ensure that deadlines and targets are met
• Demonstrate an excellent knowledge of the iWyze products, services, claims process and retention criteria in order to recommend the right solution and offer exceptional service to the customer
• Be personally responsible for reaching set targets
• Identify trends and opportunities for improvements or new products/ services based on customer input, and escalate to the Team Leader: Operations
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service
• Comply with governance controls to reduce risks
• Ensure adherence to organisational policies, practices and procedures
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Identify and recommend areas / ways to improve processes
• Align own behaviour with the organisation culture and values
• Share and transfer product, process and systems knowledge to colleagues
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas
• Actively participate in own professional development and career path

Experience, Skills and Knowledge:

• Grade 12
• 2 year Short Term Insurance and/or Call Center experience
• Computer literate, preferably with call centre software
• Relevant Post matric qualification an advantage
• Appropriate Insurance Qualification
• FAIS Compliant
• RE

Additional Information/ Details:
Shortlisted candidates will be subjected to the following statutory checks:

• ITC
• Criminal
• References
• Qualification