Fresh Jobs at Huntswood

• We are looking for a Team Leader with the right talent and skills to lead our teams.
• The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.

Job Description

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

Job Requirements

• Matric / NQF Level 4
• Minimum 2 years experience as a Customer Service Team Leader in an International Call Centre is advantageous  
• Extensive experience Navigating multiple systems
• Strong technical problem solving skills
• High attention to detail

Required Skills

• Able to successfully upskill a team.
• Continuous improvement
• Operational Knowledge
• Prioritization of workload

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• Are you passionate about delivering excellent customer service? Do you thrive in a fast-paced, dynamic environment? We have an exciting opportunity for you to join our team as a Customer Services and Technical Support Advisor team to support clients.

What you’ll be doing:

• You will be working within a high performing support team on our busy support desk.
• Responsible for diagnosing and fault finding on the network and customers equipment, in order to resolve customer enquiries and faults raised on the support ticketing system.
• Responsible for supporting customers, dealing with technical queries and reported faults, remote diagnostics, programming and problem-solving using cloud based diagnostic software.
• Assisting customers with general enquiries, pricing enquiries, billing queries, password changes, direct debit changes, on off payments, upgrades/downgrades, complaints and cancellations

What we’re looking for:

• Experience in Customer Service handling general enquiries, pricing enquiries, billing queries, password changes, direct debit changes, one off payments, upgrades/downgrades, complaints, cancellations or experience in Technical support handling general customer faults covering areas such as no connection, intermittent connection, Wi Fi Issues, router issues within Broadband Fibre to The
• Premise (FTTP) and Fixed Wireless Access (FWA). 
• Serving customers through Voice & email
• High attention to detail and accuracy.
• Resilience, adaptability, and a team-player attitude
• Ability to multitask in using different systems
• Organized and Self-Motivated.
• Ability to use initiative to problem solve in a calm and logical way.
• Knowledge & experience on Routers and wireless systems.
   

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Job Responsibilities

•  You will always make sure, that the customer’s interest comes first, whilst providing exceptional customer service. You’ll have experience in both outbound and inbound calls, as well as experience of running cases from start to finish.  It is important to engage and communicate effectively, ensuring their complaint is resolved in a timely manner. You will be required to lodge claims, update details and make adjustments or cancellations. 

Job Requirements

• National Senior Certificate (Grade 12)
• Clear Credit and Criminal record
• 1- 2 years’ experience in Insurance Claims (Local or International)
• Proven experience in the insurance space
• Proven track record of high performance
• Excellent command and use of English, both written and Verbal
• Attention to detail.
• Strong analytical and numeric skills

Required Skills

• Assisting customers with their insurance claims.
• Handling customer enquiries via email and telephonically.
• Proactively identify issues and problems before they arise.
• Assist with escalated calls and complaints in line with procedures.
• Providing world class customer service to international clients.
• Working with various parts of the business to resolve issues

 Preferred Skills

• RE 5
• FAIS

Required Knowledge

• Computer literate