Customer Service Consultnt at Telesure Investment Holdings (TIH)

The Customer Service Consultant contributes to the organisational goals by conserving policies for Auto and General through the execution of service, retention, sales strategies and approaches unique to the customer’s needs by engaging directly with customers
Specification
Duties And Responsibilities

• To always strive to deliver service that aims to achieve first contact resolution across multi-channels (E.g. Voice, e-mails, web etc.).
• Increase customer satisfaction through positive interaction focusing on making it easy to fulfil customer needs
• Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation while providing sound financial advice and complying to the Financial services board regulations.
• Ensuring appropriate ownership of the customer retention value chain by providing a professional quality service.
• Enhance customer service through selling and up-selling appropriate new product offerings and/or Value Added Products to the customer.
• Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk.
• Determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker.
• Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide the options to customer.
• Apply different discounting strategies relative to customer profitability as determined by business analytics and tools.
• Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis.
• Ensure that customer enquiries are answered in a timely, efficient and knowledgeable manner in support of our low effort customer experience methodologies.
• Take ownership of each customer interaction and any past, current or potential needs or issues.
• Be available to take calls from customers by adhering to daily schedules.
• Focus effort on increasing first call resolution and avoid next call issues.
• Seek to increase own product/process knowledge in order to provide exceptional levels of customer engagement and experience.
• Work to retain customers through high levels of customer engagement. Identify personal goals, actions and development opportunities that help in the achievement of Business goals and KPI’s.
• Proactively work with Management to reduce escalations and complaints by taking ownership of issues as they arise.
• Use technology and tools provided effectively in order to reduce customer effort.
• Reduce negative impact on customer experience by being available and adhering to roster.
• Ensure that customer effort is minimised through proactive use of diary management and follow up activities.
• Work with a positive impact across the team and Department through adhering to Company values/principles.
• Through the provision of high levels of customer engagement, identify opportunities to offer additional products and services which add value to our customers and our business.
• Adhere to all Business and regulatory requirements. Ensure all Business bulletins and communications are understood and actions implemented. To embrace