Specialist Digital Support at Innovation Group South Africa

Description    

•  Provide first line Digital support customers, repairing dealers and Brokers. Website + Application.
•  Face of the business for social media tracking, responses and resolution of social media compliments and complaints.
•  SME and super-agent for initial suite of Hoot + Broker products on the new system.

Education – Essential:

•  National Certificate: Autotronics or a similar motor trade certification (NQF level 5)

Education – Preferred:

•  RE 5 / FAIS advantageous

Experience – Essential:

•  At least 2 years' experience with digital-based and online information systems
•  3 years' experience in a Customer Service, Claims Handling and Customer Experience environment

Experience – Preferred:

•  Experience within the insurance/financial services industry
•  Proficient using Microsoft Office
•  Experience in managing social media platforms
•  Ensure that first call / first contact resolution is maintained through platform acknowledgement and customer management.
•  Ensure availability through mobile or Laptop

 Claim review from service shop before auto process.

Key Responsibilities    

•  Contribute to the success of Hoot Dept.
•  Claims cost management.
•  Work within Mandate for cost control
•  Be available at the right time to perform duties (schedule adherence)
•  Participate in learning and development activities.
•  Perform in accordance with the new way of work - Digital, from anywhere.
•  Custodian for system and website understanding.
•  End to end customer support & management. Dealers, Direct and Broker.
•  Participate in pro-active and corrective actions as required to ensure service delivery
•  Ensure first call resolution is maintained with all customers.
•  Ensure that customers are given clear information and are kept appropriately informed before, during and after the call.
•  Providing incident management to Tech provider in accordance with predetermined SLA’s
•  Ownership of social media activities.
•  Participate and contribute to a positive company culture
•  Create a culture of ownership and accountability throughout the organisation in support of our values
•  Ownership of more than just duties

Applications Close Date    19 Jul 2023