Client Service Consultant

SUMMARY:
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POSITION INFO:

Job Details:

Title: Client Service Consultant

Location: Pretoria, Gauteng

Permanent: Yes

Full time: Yes

Industry: Insurance

Salary / CTC: R 18 000

Reports to: Call Centre Manager

Job Description:

The overall purpose of the Client Service Consultant is to provide exceptional customer service by ensuring all interactions with clients (making and taking calls, e-mails, faxes) are underpinned by Our Client’s Service excellence ethos and are focused on resolving their issues, protecting their dreams, and servicing all their relevant needs efficiently and professionally.

Roles and responsibilities

• Provide excellent customer service in a professional manner and compliant with quality and performance standards.
• Demonstrate an excellent knowledge of all products, services, claims processes and retentions criteria to provide efficient, professional and correct information to clients at all times.
• Ensure your own full understanding of the features and benefits of all our products when interacting with customers.
• Ensure that the customer understands the product.
• Respond to customer queries and address service complaints timeously.
• Build positive customer relations.
• Solve or escalate customer queries and complaints timeously.
• Adhere to agreed processes to deliver operational results.
• Prioritise and function positively under pressure.
• Maintain efficient workflow and administrative processes and comply with internal SLAs.
• Complete administrative tasks whilst keeping accurate and detailed stats and notes of all communication with clients.
• Recording accurate notes on all systems as required.
• Ensure adherence to call back times and regular follow up when liaising with clients.

Minimum required qualifications

• Grade 12
• RE5
• 150 FAIS credits

Minimum required experience

• Experience in short- and or long-term insurance products.
• Minimum 2 years’ experience in a Customer Service role in an insurance call centre environment (with references).

Skills required

• Specialist knowledge and skills with regards to Insurance policies/ procedures.
• Computer Literate (Excel, Word & Outlook).
• Excellent verbal, written and numeracy skills.
• Excellent telephonic sales and service ability.
• Vernacular an advantage.
• Understand importance of confidentiality with regards to clients’ financial information.
• Reside within a 30km radius of Menlyn Mall

The incumbent may be required to perform job related tasks other than that which is specified in this job description. This job description is subject to regular review.