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  • Posted: Jan 17, 2022
    Deadline: Not specified
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  • Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
    Read more about this company

     

    Customer Service Consultant - Australia ( Digital )

    Specification    
    JOB PURPOSE

    • Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

    Customer Management (External and Internal)

    • Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

    Customer Needs & Analysis

    • Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.

    Up-sell Customer Propositions

    • Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

    Correspondence

    • Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

    Operational Compliance

    • Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

    Administration

    • Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

    Personal Capability Building

    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and
    • industry best practices through ongoing education, attending conferences, and reading specialist media.

    Work Scheduling and Operational Compliance

    • Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the
    • required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

    Requirements    

    • General Education
    • Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

    General Experience

    • 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous)

    SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this
    role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

    Method of Application

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