Call Centre Agent - Cape Town City Centre
Sanlam
Who are we? Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realize their dreams. What will you do? Be responsible for inbound/outbound telephonic communication with our client base. Action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures and ensure customer needs and business objectives are met. You will also ensures the quality of service exceeds the customer's expectations and establish constructive relationships with client base. You will also utilise the IT system accurately and ensure that all queries are answered effectively. You will be responsible to refer calls to the appropriate departments only if you are unable to solve the query appropriately. And finally you will provide accurate product information to clients in line with standards and protocols. What will make you successful in this role? Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service Demonstrate teamwork as a valued team player Assess own performance through seeking timely and clear feedback and request training where appropriate Contribute to innovation by finding faster and more accurate ways of working Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation Build and maintain stakeholder relationships Address customer needs in order to meet or exceed customer expectations Act responsibly with work related resources to contribute to cost containment Resolve customer queries received through inbound calls Answer inbound calls in the eBucks call centre to provide product and service information to customers Qualification and Experience Degree or Diploma or Grade 12 with 1 to 2 years related experience. Knowledge and Skills Customer Service Team Support Administration Quality, compliance and accreditation Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently Build a successful career with us We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Drives results - Contributing dependently Turnaround time The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Our commitment to transformation The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.
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