Service Desk Consultant at Astute

Handling client queries and complaints & Sharing information with clients on product set

• Take inbound and make outbound calls in accordance with predetermined schedules and online customer requests 
• Telephonically take customer through the service process.
• Finalise calls at point of contact, where possible. If unable to resolve, escalate to 2nd line support or Manager.
• Deal with all customers in a professional manner in strict accordance with Astute values and standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the Astute products, services, claims process and retention criteria in order to recommend the right solution and offer exceptional service to the customer.
• Be personally responsible for reaching set targets.
• Identify trends and opportunities for improvements or new products/ services based on customer input, and escalate to the Client Support Manager.
• Report all incidences as per ITIL standards and processes

Adhere to service standards and provide quality service delivery

• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Continuously improve work outputs

• Adhere to agreed processes in order to deliver targeted operational results.
• Continuously strive to enhance and improve the Service Desk processes.
• Represent and market this process internally to peers and clients. 
• Identify and report on Service Desk Process failures

Engages with others in line with organisational guidelines, policies, culture and values

• Align own behaviour with the organisation culture and values.
• Share and transfer process and systems knowledge to colleagues.
• Collaborate and work with the Finance Team to deliver required service levels.
• Actively participate in the team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

Experience/Skills/Qualifications:

• Required:
• A post matric 1 year certificate qualification (NQF level 5) in Information Management / Technology OR Marketing / Sales OR Call Centre Management
• Related National Diploma (NQF level 6) in one of the above disciplines
• ITIL Certified (certification must be current with reference to the most recent ITIL level available)
• FAIS certified at least with 30 credits 
• 3 years in in a Call Centre / Support Centre environment preferably gained in the long or short term insurance industry of which:
• At least 1 of these years in an IT system related support centre

Your Soft Skills are:

• Integrity
• An amazing Attitude
• Excellent communication skills
• Great customer service skills
• Eye for detail
• Relationship building
• Problem-solving skills
• Proactiveness
• Listening Skills

What we offer:

• Annual Salary Review
• Annual Discretionary Bonus, based on company and individual performance
• Continuous training and upskilling 
• Talent & Succession Planning
• Astute Reward & Recognition Programme
• PWC Remchannel Industry Benchmarking
• ICAS Employee Wellness Programme
• Group Provident Fund scheme
• Group Medical Aid scheme
• Long Term Service Recognition Rewards

If you believe you are a #Rockstar Service Desk Consultant please apply by attaching your CV on your LinkedIn application.