Junior Contact Centre Agent - Parktown at Rand Mutual - RMA

The Job at a Glance

As the Junior Contact Centre Agent, you will be reporting to the Team Leader: Contact Centre. You will be required to render client service by responding, processing, and resolving customer requests and queries via telephone and email. You will be required to provide clients with information regarding RMA products, and reduce risk through adhering to internal process. You will also be required to deliver a consistent, quality client experience by providing service and support to existing clients.

WHAT WILL YOU DO?

Handle customer inquiries both telephonically and by email:

• Answer calls and respond to emails
• Maintain desk SLA through adherence to schedules, defined processes and workplan
• Follow-up on customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs and issue reference numbers to customers
• Manage and resolve customer complaints
• Provide customers with accurate product and service information in an efficient manner
• Verify/authenticate client details
• Adhere to compliance and regulatory requirements
• Research required information using available resources
• Update existing customer personal information
• Assist clients to submit claims electronically and complete relevant applications forms.

Identification, escalation and/or referral of queries:

• Identify and escalate priority issues
• Identify and escalate/refer queries/calls to the relevant department for action
• Route calls to appropriate resource.

System assistance:

• Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
• Assist clients with how to upload documents onto the system
• Assist with password reset queries for online services
• Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

Ad hoc workflow assistance:

• Support the contact centre team by providing any assistance on client queries as and when necessary.

WHAT YOU'LL BRING TO THE TABLE?

• Grade 12 (Required)
• 1 Year in a Contact Centre environment – in a customer service role.
• Experience in medical aid or insurance servicing (added advantage)
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills
• Experience in Contact Centre telephony and technology