Customer Service Assistant
Provide 1st line support to service and resolution to customer queries (policy holders and financial analysts) through the allocated call lines, service Centre as well as respond to queries via email while ensuring that all the processes and procedures are adhered to.
Key responsibilities
Qualifications
Provide 1st line support to service and resolution to customer queries (policy holders and financial analysts) through the allocated call lines, service Centre as well as respond to queries via email while ensuring that all the processes and procedures are adhered to.
Key responsibilities
·
Provide speedy information and premium service to Britam customers
on products and services while delivering high quality service;
·
Raising service requests within Britam systems such as CRM for
issues that can’t be resolved at the 1st line for follow up and resolution in
liaison with the back office support;
·
Facilitate upselling and cross selling of Britam products and
services through telemarketing;
·
Continuous updating customer records in the systems database as
per procedures;
·
Initiate investigation through escalation of complaints not solved
on-line and in person to the Contact Centre Team Leaders, Campaign Manager and
the Contact Centre Operations Manager;
·
Ensure adherence to schedule to receiving calls and off phone
activities for delivery of planned Service level;
·
Provide daily / weekly /monthly and any other assigned
workload/reports;
·
Research and document findings of procedures to improve service
delivery in the call centre thus living the Britam way; and
·
Deliver on performance requirements as defined in the departments’
strategy map, balanced scorecard and Personal Scorecard
Qualifications
·
Degree from a recognized university; Diploma holders with
substantial customer service and excellent performance track records will be
considered.
·
1-3 years working experience in a customer service
environment.
·
Excellent knowledge of customer service skills
·
Proficient in relevant computer applications – Office Word and
Excel.
·
Excellent data entry and typing skills.
·
Knowledge of insurance regulatory requirements
·
Knowledge of Britam products and services
Essential Competencies
·
Learning and Researching: Rapidly learns new tasks and commits
information to memory quickly; demonstrates an immediate understanding of newly
presented information; gathers comprehensive information to support decision
making at management level; learns from successes and failures and seeks
colleague and customer feedback.
·
Working with People: Shows respect for the views and contributions
of other team members; shows empathy; listens, supports and cares for others;
consults others and shares information and expertise with them; builds team
spirit and reconciles conflict; adapts to the team and fits in well.
·
Applying Expertise and Technology: Applies specialist and
technical expertise; uses technology to achieve work objectives; develops job
knowledge and expertise (theoretical and practical) through continual
professional development; demonstrates an understanding of different
organisational departments and functions.
·
Delivering Results and Meeting Customer Expectations: Focuses on
customer needs and satisfaction; exhibits high standards for quality and
quantity; monitors and maintains own quality and productivity; works in a
systematic, methodical and orderly way; consistently achieves projects goals.
·
Following Instructions and Procedures: Follows procedures and
policies; keeps to schedules; arrives punctually for work and meetings;
demonstrates commitment to the organisation; complies with legal obligations
and safety requirements of the role.
·
Adhering to Principles and Values: Upholds ethics and values;
demonstrates integrity; accepts diversity; display individual responsibility
towards the community and the environment; models the organisational values
during every day interactions.
How to Apply