Job Description

Key Responsibilities

Responsibilities are not limited to the enclosed

• Interact with motor insurance customers through chat / telephony channel to address customer needs and queries

• Assist with customer policy change requests ensuring their needs are met and their journey is slick and efficient

• Deliver high standards of product knowledge and service to ensure customer-centric values are achieved

• Meet all assigned targets in accordance with the prescribed SLA and internal standards

• Ensure that the quality of each transaction complies with the predefined parameters, as defined by Process Excellence

• Deliver a seamless customer experience explaining policy principles in a jargon-free way, building customer understanding of the protection they have to ensure peace of mind

• Identify areas of self-development and work with leader and team mates to achieve set goals

• Ensure adherence to the established attendance schedules

Minimum Requirements:

• Grade 12 (Mandatory)

• + 12 month customer service experience

• Soft skills & Telecommunications experience

• Computer Literacy (MS Office, Social Media, Online, Navigation)

• Good articulation of the English language (Spoken and Written)

• Excellent telephone etiquette and service delivery skills

• Strong communication skills and effective listening abilities

“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.