Live Chats Customer Service Consultant needed at Telesure Investment Holdings

Job Purpose

• Resolve customer queries on the live chat platform

Responsibilities

• Customer Management (External and Internal)
• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
• Customer Needs & Analysis
• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
• Up-sell Customer Propositions
• Identify the products or services that best meet the customer’s stated needs, explain the selection to the customer, and influence the customer to make a purchase.
• Correspondence
• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
• Operational Compliance
• Develop working knowledge of the organisation’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Administration
• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Work Scheduling and Operational Compliance
• Work according to an assigned schedule.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Operational Compliance:
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.

Experience

• 1-2 years experience in Insurance Industry (Advantageous)., 2 or more years customer service experience (Essential); 1 year call centre experience (Advantageous).