Customer Service Consultant at Salt South Africa

Key Responsibilities:

• Engage with customers via phone, email, live chat, and other communication methods, ensuring responsive and consistent service across all platforms.
• Address customer inquiries related to policy details, coverage options, premiums, and any other relevant information.
• Guide customers through the enrolment and renewal processes for their policies, ensuring all necessary information is collected accurately.
• Assist customers in updating their policies, such as personal details, coverage options, or adjusting coverage limits.
• Handle billing inquiries, payment processing, and resolve any issues related to invoices or payment methods.
• Address customer concerns professionally, working to resolve issues satisfactorily and escalating complex matters as needed.
• Aim to enhance customer satisfaction by delivering exceptional service, actively listening to feedback, and going above and beyond to meet customer needs.
• Provide information on policy terms, claims processes, and proactive measures to help them manage their risks effectively, without offering direct advice.
• Identify chances to cross-sell or upsell additional products or services that may suit customers’ needs.
• Ensure accurate and compliant records of customer interactions, policy details, and relevant documentation.
• Work closely with claims, underwriting, and sales departments to create a seamless customer experience and efficiently resolve inquiries or issues.
• Engage in training and development opportunities to expand product knowledge, customer service skills, and overall performance.

Requirements:

• Minimum of a Senior Matric Certificate. Additional relevant qualifications are a plus.
• Experience: 2-4 years in client services, customer care, or a related field.