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  • Posted: Aug 15, 2022
    Deadline: Not specified
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    Since our establishment in 1918, Sanlam has been a prominent part of the South African business landscape. We have always held a long-term view of how business adapts to the demands of the environment in which it operates. Today, in a dynamic world, we see an evolving set of social, economic, political and environmental imperatives that require our skilfu...
    Read more about this company

     

    Contact Centre Consultant

    What will you do?

    • Receive client queries and complaints
    • Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
    • Client queries resolved within agreed timelines
    • Client queries escalated to next level of expertise
    • Improved 1st call resolutions when handling queries
    • Perform operational transactions
    • Ensure that 100% of work(policy information and simple changes) is accurately processed within agreed SLA
    • Handling client emails within the agreed SLA
    • Achieve > 95% on all evaluation transactions
    • Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
    • Adherence with Contact Centre and HR policies and procedures (Working HH hHours and Shifts, Leave etc)
    • Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc)
    • 100% attendance of scheduled training on product, process and systems
    • A pass rate of 90% achieved on all product assessments
    • 100% competence on all systems
    • Ensure error rate of 1% on all interactions

    What will make you successful in this role?

    Qualification And Experience

    • Matric
    • Diploma or Degree is an advantage

    Knowledge And Skills

    • COP is an advantage.
    • At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sector.
    • Computer literacy
    • MS Office
    • Basic Insurance understanding
    • Be able to speak English, Afrikaans and at least 2 other national African languages
    • Product knowledge

    Competencies

    • Analysing
    • Adapting and responding to change
    • Coping with pressures and setbacks
    • Interpersonal sensitivity
    • Client service orientation
    • Teamwork
    • Decisiveness
    • Pro-activity
    • Listening skills
    • Telephone etiquette

    Method of Application

    Interested and qualified? Go to Sanlam Group on careers.sanlamcloud.co.za to apply

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