The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.

Experience

• Minimum of 6-12 months experience working within a similar service/Insurance driven BPO environment.
• Experience working within the Financial Service Industry or similar Regulated Industry - Preferred
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in the insurance industry
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Qualifications 

• Matric or equivalent- Essential

Our Environment:

• Values based environment where the customer is first
• Fast paced environment where attention to detail is of utmost importance
• We collectively embrace change and step up to the challenge
• Support and guidance is a given - as much as independence is expected

Responsibilities

• Responding to Inbound Customers and Colleagues
• customer support agents are responsible for helping each customer find the appropriate solution for their situation.
• Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact
• Queries to identify, qualify and close
• Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business
• Striving for First Call Resolution, on every contact
• Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
• Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
• Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements
• As part of working in the financial sector, you will be required to maintain customer accounts including taking fees, payments & interest.

• Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.
• adhere to FCA conduct rules

Skills and Attributes

• An excellent communicator (written and oral)
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• Self-Motivated
• Passionate about learning
• Target Driven
• Polite, co-operative and a friendly manner essential
• Professional and welcoming
• Strong customer focus
• Excellent verbal communication skills
• Ability to deliver excellent customer service experience
• Ability to prioritize tasks
• Proven ability to listen actively and to hear important information
• Computer literacy
• Strong negotiation skills
• Curious, Team Spirited and Big Hearted
• A positive mind set with a passion for continuous improvement
• An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment
• Have the ability to build rapport with Customers giving a human touch to the conversation
• Ownership and Rapport building