Service Support Specialist at Liberty Group South Africa

Purpose

• To provide advice and support in order to develop, maintain and enhance business relationships, through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

• 2 - 3 years experience in a similar environment

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Communication Studies

Key Responsibilities

• Apply relevant research methodologies, tools and techniques to effectively and purposefully gather information.
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
• Ensure business retention through the application of various sales techniques such as rate negotiations, product comparisons and changing perceptions.
• Pursue business opportunities and develop customer relationships for the acquisition of new business in line with identified targets.
• Conducts presentations to explain features, advantages and benefits of the products to customers.
• Make appropriate recommendations on how existing funds/ schemes may be upgraded to enhance customer service.
• Negotiate relevant management, company directors and trustees in respect of fund/scheme and benefit structures.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.
• Assist the senior consultant in retaining/servicing existing CBO business to enhance customer experience.

Customer

• Provide sound consulting services and recommendations based on customer needs, current information and trends.
• Inform and educate customers on products to ensure retention of existing customers; increase sales revenue and increase the org. customer base.
• Resolve client queries and escalate problematic queries to ensure prompt and effective resolution, enhancing the client experience.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Technical Competencies

• Business Interaction (Intermediate)
• Insurance principles and practice (Basic)
• Standard operating procedure compliance (Intermediate)
• Knowledge of the healthcare system (Basic)
• Product and/or Service Knowledge (Basic)

Behavioural Competencies

• Analytical Thinking (Basic)
• Customer service orientation (Basic)
• Governance, Ethics and Values (Basic)
• Relationship Management and Networking (Intermediate)