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  • Posted: Jan 19, 2017
    Deadline: Jan 30, 2017
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    Zurich is a leading multi-line insurer that serves its customers in global and local markets. With about 54,000 employees, it provides a wide range of property and casualty, and life insurance products and services in more than 210 countries and territories. Zurich’s customers include individuals, small businesses, and mid-sized and large companies, as...
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    Travel Call Centre Inbound Agent

    Job description
    Our opportunity

    The Travel Call Centre Inbound Agent will be responsible for answering incoming calls for Travel Insurance. Agent must be skilled to sell top up Travel Insurance where applicable, answer enquires, handle complaints, troubleshoot problems and provide information.

    Your role

    Key Tasks & Accountabilities

    • Service customers both telephonically and via e-mail
    • Handle customer enquiries regarding Travel Insurance
    • Manage and proactively resolve customer complaints (1 st 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 outcome

    Qualifications/Experience
    Your Skills and 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
    • Experience in a call centre or customer service environment
    • Sales experience
    • Experience in a service related role
    • Ability to capture information accurately and efficiently

    Key Competencies

    • Verbal and written communication skills
    • Listening skills
    • Problem analysis and problem solving
    • Customer service orientation
    • Organizational skills
    • Attention to detail
    • Judgment
    • Adaptability
    • Team work
    • Stress tolerance
    • Resilience

    Working Hours
    Monday – Friday: 08:00 - 17:00
    Additional Information

    • This role is based at our Head Office (15 Marshall Street, Ferreirasdorp - Johannesburg)
    • Within the context of Zurich Insurance Company South Africa Limited's Employment Equity Policy, all eligible candidates will be considered, however, preference will be given in the following order:
    • The suitability of the candidate based on job-specific selection criteria of equally suitable candidates, the candidates from the designated group within the ambit of Zurich Insurance Company South Africa Limited's

    Employment Equity Policy.

    •  Your application will only be considered should you meet the minimum requirements of the vacancy.
    •  If you have not received a response within 14 days from the closing date, please consider your application unsuccessful.
    • The company reserves the right not to fill this position.
    • If you are looking for an opportunity to grow and develop and truly be art of a global family, please click on the “Apply online” button and complete your personal profile.

    Method of Application

    Interested and qualified? Go to Zurich Insurance Company Ltd on zurich.taleo.net to apply

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