Client Service Consultant

Purpose

• Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements

• 2-3 years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices
• Exposure to the insurance industry (preferred)
• Matric or equivalent,
• Formal qualifications Business related qualification
• On the job training / qualifications
• Product training, Specific licensing or registration
• Verbal and written communication Service orientation
• Problem solving
• Detail oriented Prioritization Teamwork and collaboration Adaptability Display initiative
• Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred) MS Office Suite (Word, Excel)
• Business Area specific products and procedures (preferred)

Skills & Competencies

• Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems, Documenting Facts
• Writes fluently when documenting facts understands arguments logically focuses on finding facts
• Establishing Rapport: Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends
• Articulating Information: Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information
• Showing Composure: Stays calm and relaxed during events is not worried and tolerates stress levels is composed in dealing with pressure
• Meeting Timescales: Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks
• Upholding Standards: Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity,
• Taking Action: Takes action to make things happen uses initiative to start things up shows drive and invests personal energy

Responsibilities

Internal Process:

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.

Client:

•  Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

People:

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

Finance:

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Additional Information

• While we have tried to ensure the accuracy of the information, Salary Magazine cannot accept any responsibility or liability for any errors or omissions.
• You should always check with the Job Center or employers directly to confirm the details are still accurate before applying.
• If you need further help with this job or any other, please feel free to ask.
• Best of luck with your job application!

Ref No

• MMH230714-22

Centre

• Metropolitan Life, Port Elizabeth and Grahamstown