Rand Mutual Holding (Pty) Ltd - Parktown, Gauteng
Job Description:
Purpose
Reporting to the Sales Operations Manager, the incumbent will be responsible for customer surveys to generate feedback from members regarding their experience with Claims’ services, to continuously innovate and improve customer experiences as well as perform general clerical and administrative support to the Sales and Distribution team.
Qualifications and Experience Required
Matric is essential
NQF level 5 or 6 qualification in Office Administration is advantageous
Prior customer service experience required.
Experience in conducting outbound satisfaction survey calls to members
Previous experience in an outbound Call Centre environment is preferred.
Experience of working in an administrative and a document management role
Driver’s license
Key Areas of Responsibility
Conduct overall satisfaction surveys on a defined sample of members
Maintain appropriate records for the efficient operation of RMA’s Quality Assurance Management System.
Write and author Standard Operating Procedures and instructional documents within scope of duties
Maintain an original set of Quality Assurance policies and procedures, and update them for inclusion on the RMA Intranet as required
Document management and control
Assist with internal and external ISO audits
Provide clerical and administrative support to the members of the Quality Assurance Team.
Consolidate management reports
Collate PowerPoint presentations
Prepare meeting agenda’s, take minutes at meetings, prepare, distribute and store minutes
Prepare memo’s and internal communication
Assist with arrangement of training sessions, webinars, and workshops
Book flights and accommodation for Trainers conducting training sessions at off-site branches
Assist with proof-reading, printing and binding of training manuals
Prepare venues, prepare presentation equipment, make catering arrangements
Maintain Training Reports and Attendance Registers
Knowledge, Skills and Competencies Required
Computer literacy (MS Office - Intermediate)
Proficient in use of e-mail and internet
Knowledge of Quality Management Systems is desirable
Basic understanding of ISO standards an advantage
Strong verbal and written communication skills.
Must demonstrate courteous, professional phone etiquette.
Must communicate a positive, outgoing, customer service oriented attitude.
Must possess basic computer skills including proficiency in Microsoft Office products.
Contributing to Team Success
Attention to detail
Ability to work under pressure
