Sound level of skill in the use Microsoft Office Suite; Sound time management skills; High level of confidentiality
Analyze statistics to determine customer service levels Use quality monitoring data management systems call calibration sessions Analyze customer service levels Take corrective action to rectify deficiencies
to these requirements. Evaluate customer delight levels through Quality Assurance evaluations as well as Develop strategies for the improvement of service levels and escalation measures with key stakeholders, adherence to processes, procedures and service level agreements (SLAs) Take appropriate action to improve a necessity. Thorough understanding of service level agreements and negotiation with business partners
pressure and be able to communicate to people on any level. Must be organised and efficient. Must be able to
Methodical approach Performance driven, shows healthy levels of competition Displays a high proficiency for
confident in dealing with staff and clients at all levels. Computer literacy is essential (MS Outlook, Excel
approach
done in a timely manner To ensure that Service Levels are always met. Liaising with suppliers To arrange
in Short-Term Insurance
Managing inbound and outbound calls within the Service Level Agreement (SLA) Responding in a timely manner to (including some weekends and public holidays) High level of interpersonal skills Able to function well as