Providing effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet customer needs.
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Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality service to customers, both via telephone and email.
Determine customer’s core need, in an effort to meet their expectations from a customer and product offering point of view. Conducting needs analyses to identify most appropriate product offerings (upselling). Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.
Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure. Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.
Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.
Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)
At least 2 years experience in a Service /Collections / Retentions environment.
Advantageous: Complaint handling.
Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africa’s leading and innovative financial institutions.
These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms.
Our origins go back to 1 June 1985, when Auto & General Insurance was launched into the South African market. We have since grown into a group of subsidiaries of which Auto & General now forms a part.
Today, we own some of South Africa’s most loved and recognisable brands, each finding a better way to give their unique group of customers peace of mind.
We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans they’re working so hard for.
We’re proven pioneers with a hunger for doing and being the best we can, bringing customer-focused innovation and service excellence to the financial services industry.
We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.
TIH is a licensed controlling company.
