Job Description: 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. Job Responsibilities: 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. 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. Job Requirements: General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognized qualification (Advantageous); Class of Business Certification (Advantageous), CPD (where relevant) General Experience At least 2 years experience in a Service /Collections / Retentions environment. Advantageous: Complaint handling.
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