Customer Service Consultant X2

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.

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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.

 

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