Customer Service Consultant
Company: 1Life Insurance
Location: Gauteng
Date Posted: 2024/10/14
Job Type: Permanent
Positions Available: 2
Salary: Market Related
Reference Numbers: C0260709, C0260710, C0260711
About the Company
1Life is a licensed life insurer with the vision of transforming and improving South African life insurance into a customer-friendly, service-orientated, educational, and well-informed industry. The company is a wholly owned subsidiary of Clientele Limited.
Job Description
We require an Afrikaans-speaking consultant to handle various customer-related tasks:
- Facilitate inbound and outbound calls, ensuring first call resolution.
- Handle customer queries professionally according to the SLA.
- Perform administrative tasks like policy amendments, accurate product disclosures, and sending relevant documents to customers.
- Maintain up-to-date system knowledge.
- Ensure accurate handling of financial information related to policies.
- Maximize customer retention by building strong relationships with both internal and external customers.
- Manage abandon rate by optimizing available time daily.
- Deliver service according to Treating Customers Fairly (TCF) principles.
Job Requirements
- Purpose: Collect and capture information from insured persons to settle claims with the insurance carrier. Assist with administrative amendments, provide policy information, and up-sell products.
- Key Responsibilities:
- Customer Management: Resolve customer requests through standard activities and deliver first call resolution.
- Customer Needs & Analysis: Probe for relevant information to assist with customer requests.
- Up-Sell Opportunities: Recommend products that best meet customer needs and influence purchases.
- Correspondence: Respond to customer requests via phone or email, with tailored responses when necessary.
- Operational Compliance: Follow company policies and regulatory codes to maintain quality standards.
- Administration: Update policy information such as address, banking details, and handle customer requests related to policy issues.
- Personal Development: Participate in training to improve skills and stay up to date on industry regulations.
- Work Scheduling & Compliance: Work according to an assigned schedule and follow mandatory procedures.
Technical Competencies
- Verbal & Written Communication: Clear and effective communication skills to express ideas, request actions, and provide guidance.
- Numerical Skills: Perform basic mathematical operations and interpret financial data.
- Up-Selling Opportunities: Maximize opportunities to up-sell products to customers.
- Data Collection & Analysis: Analyze information to guide decision-making.
- Attention to Detail: Ensure accuracy in customer interactions and administrative tasks.
- Presentation Skills: Speak clearly and concisely to communicate ideas effectively.
- Computer Skills: Proficient in basic computer operations, including Microsoft Outlook.
- Policy & Procedures: Understand and adhere to industry policies and company procedures.
- Planning & Organizing: Prioritize tasks to meet business objectives efficiently.
Closing Date: This role is currently open for applications. If you do not hear back within four weeks of the closing date, please consider your application unsuccessful.
