Travel Call Centre Inbound Agent at Bryte Insurance Company Limited

Key Tasks & Accountabilities

• Service customers both telephonically and via e-mail
• Handle customer enquiries regarding Travel Insurance
• Manage and proactively resolve customer complaints (1st call resolution)
• Sell customers “top up” travel insurance where applicable
• Promote excellent customer service
• Research required information using available resources
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Identify and escalate priority issues
• For claim enquiries - route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs and wrap up call correctly with correct call outcomes               

Qualifications/Experience:

• Matric
• Must be FAIS Compliant and have completed the RE (Regulatory Exam)
• Proficient in relevant computer applications (Excel, Word)
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Minimum of 2 years sales experience in an inbound call centre Team
• Experience in a sales and service related role
• Ability to capture information accurately and efficiently

Key Competencies:

• Achieve monthly, weekly and daily targets
• Listening skills
• Verbal and written communication skills
• Resilience
• Team work
• Strong sales ability
• Problem analysis and problem solving
• Strong Interpersonal skills
• Relationship Building
• Customer Centric
• Negotiation skills
• Organising skills
• Attention to detail
• Self-managed and motivated
• Outgoing & positive
• Drive & productivity
• Decision Making
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Stress tolerance

Relationships

• Key Stakeholders
• All Business Units
• External Customers
• Brokers

Working hours:

• Monday to Thursday – 08:00 to 16:00 or 08:00 to 17:00 or 09:00 to 18:00
• Friday – 08:00 to 16:00 or 08:00 to 17:00
• Saturday – 08:00 to 13:00