Service Consultant Sandton - Sandton
Rainmaker Acquisiton CC
Company is a dynamic and vibrant player in South Africa's life insurance industry. We're passionate about life insurance and the good it can do. In the digital era, people are collaborating, co-creating and sharing like never before. Consumers want to take charge and customise every part of their world to meet their needs. We're applying these same principles to life insurance cover to create products that better meet our clients' needs. Our needs-matched life insurance is a first in the industry – it's made just for you at the start, and changes as your life changes. What you'll be doing if you get the job: You'll be based in Laureate Service team, the primary focus of your role is to provide relationship management service, active case management and broker visits via email, telephone or in person with members of the Distribution Channel in a professional, efficient and in a friendly manner. You'll have to keep your finger on the pulse of our internal service level agreement to make sure that we achieve the agreed targets and turnaround times. You'll work closely with members of the various back-office teams to resolve a process or activity. Duties include: • Relationship management with our top producing financial advisors • Active case/pipeline management • Provide first time resolution where appropriate, alternatively doing thorough investigation in order to resolve all inquiries ensuring all parties are supplied with detailed feedback • Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer • Meet with external parties (DD/IFA) when the need arises • Assist with monthly close off co-ordination (which may require after hours and weekend work) • Assist with service recovery and client apologies, also help with handling of complaints • Answering/responding to inbound contact from customers professionally and responding to customer inquiries, service requests and complaints • Providing customers with the organisation's services and product information when requested • Processing administrative requests raised by customers • Rooting inbound client contacts to the appropriate resources when necessary • Accurate recording details of comments, enquiries, complaints and action taken • Adhere to contact centre schedules and protocols • Provide first time client contact resolution where possible Who'll you report to: You'll be based within our Client Operations division at our Head office in Sandton, Johannesburg. You'll report to our Team Leader: Client Service, who is accountable for all Laureate Service functions. Your qualifications: • You must have a senior certificate • Relevant tertiary qualification; diploma/degree beneficial Your experience: • You must have a minimum of 2 years in the call centre and administration industry • You must have experience dealing with clients/brokers/IFA's Your Knowledge and skills: • MS Office and PC literate • Team Player • Customer Champion • You are able to take ownership and accountability • You are able to multi-task • Excellent verbal and written communication skills • You are able to operate effectively under pressure • You have an analytical mind and above average problem-solving techniques • You have good time management skills • You are proactive and innovative • You have problem-solving skills R8 000 – R10 000 excluding a 40% incentive paid monthly.
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