Contact Centre Consultant - Marshalltown JHB at Metropolitan

Role Purpose    

• To render a comprehensive telephony and administration client service to policyholders and other internal and external customers.

Requirements    

• Matric/Grade 12
• Ability to speak and understand English, and two or more additional South African languages
• 2 years client service call centre experience, dealing with calls and all related admin functions
• Understanding of long term insurance industry and in-house systems

Duties & Responsibilities    

• Handle all incoming contact mediums and all related administration received as a result of the contacts received
• Perform tasks to adhere to the pay for performance requirements
• Manage and adhere to established service level agreements
• Develop and maintain productive and collaborative working relationships with peers
• Positively influence and participate in change initiatives
• Investigate client queries within the agreed service level agreement and ensure that clients receive timeous feedback
• Escalate client queries to the relevant department or stakeholder
• Provide accurate information and advice to clients and stakeholders in order to ensure that the clients receive the appropriate after sales service
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
• Provide authoritative, expertise and advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders

Competencies    

• Client/Stakeholder Commitment
• Drive for Results
• Collaboration
• Impact and Influence
• Self-Awareness and Insight