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
Knowledge, experience and qualifications required:
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
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.