Hastings Renewal Advisor at OUTsurance

Job Description

• Make a difference for our customers
• By retaining customers that call in to cancel their existing risks and/or policies, where it is possible to retain the customer
• You will be providing AWESOME SERVICE to existing customers (or policy holders as they’re also known) based in the United Kingdom and ensuring we’re meeting their expectations.
• Meeting Customers’ fair and reasonable expectations, providing fair outcomes in all interactions
• Share your knowledge with our customers and maintain effective customer service by developing a positive relationship, ensuing customer satisfaction and loyalty.

Qualifications

• Minimum Matric Qualification or equivalent qualification (SAQA certified)

Other Requirements:

• min 6 months International Call Center experience

Additional Information

Required Competencies & Personal Attributes:

• Delivers a can-do attitude to challenges and problems, taking responsibility for delivering solutions
• Ensure that you are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
• Ensure completion of all training as mandated by the company.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure all work is carried out to a high level of accuracy in line with our company quality and compliance standards.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure completion of all training as mandated by the company by achieving the required pass marks and assessment criteria.
• Demonstrate excellent persuasive skills with an ability to overcome objections whilst delivering a fair outcome for our customers.

We’re looking for people who:

• Minimum 6 months International Call Centre experience
• Candidates with fluent Accent neutral English communication skills
• Have experience in delivering outstanding customer service
• Have experience in Retention of Clients in The Insurance Sector
• Are comfortable in talking to people over the phone, with the ability to easily hold a conversation with customers in The UK.
• Have strong active listening skills
• Enjoy working in a fast-paced environment with extensive shift and weekend work
• Are motivated to achieve positive results and reach targets
• Have experience and are comfortable with using a PC and keyboard, as this will form a core part of your role, if successful

Working Hours

You will be required to work the following days and shifts based on a pre-determined roster:

• 3 weekdays for 8 hours, between 09:00 to 23:15 (combination of days from Monday to Friday)
• Saturdays from 10:00 to 19:45
• Sundays from 11:00 to 19:15
• You will get 1 weekend off in every 4-week cycle BUT will work 1 additional weekday before the weekend off)
• The successful candidate must be flexible to allow for possible variations to the abovementioned working hours

Training

You will be provided with 6-8 weeks of training which will be facilitated on-site. The training will be a combination of in class and academy learning (listening to calls and live coaching). Your training may occur during the day or during evenings/nights. You are required to achieve the minimum pass marks on assessments before you move onto the next phase of training and an overall pass rate at the end to pass out of Academy. Failure to pass with the required pass mark may lead to the termination of employment.

There are 3 compulsory deductions:

• Pension
• Medical aid (Momentum or Discovery)
• Group Life Cover