Customer Service Consultant

 

Telesure Careers

256 reviews

-

Johannesburg, Gauteng

Permanent

The Customer Service Consultant contributes to the organisational goals by managing the end-to-end customer experience of a new and existing customer, including the provision of technical and online support; service and sales delivery; as well as ensuring co-ordination across various internal providers as agreed in the operating model.

Job Functions Call Centre Industries Insurance Specification

Respond and resolve new or existing customers’ online, technical and navigation related queries

• Effectively co-ordinate delivery across access layers and SLA’s with relevant internal partners based on the agreed operating model
• Deliver on customer retention objectives as agreed in the operating model
• Remain up to date with regulatory and compliance related requirements at all times
• Effectively manage and resolve customer feedback and escalations (self or through service delivery partners)
• Make recommendation related to enhancements, streamlining or redesign of processes or system functionality based on customer engagement and feedback
• Timeous escalation of unresolved matters to manager
• Troubleshoot technical problems with digital support environment for resolution (where necessary)
• Actively participate in the testing and deployment of new releases or enhancements
• Have an in-depth understanding of the Indigo website and content to manage customer experience and for managing technical or navigational matters
• Effective service delivery across a multi-channel environment
• Timeous escalation of unresolved matters to manager
• Sales sweeping as required to conclude a sale / conversions of potential sales as agreed (this role could be a separate requirements when the volumes justify it)
• Respond to customer “customer click-to-chat” requests through to resolution
• Achieve agreed Indigo service promise related to brand attributes and expectations within agreed turn-around times

Requirements

• Matric / Grade 12/ SAQA Accredited Equivalent*
• Tertiary Qualification* SAQA Accredited Equivalent*
• Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA

Experience

• 12 months experience, preferably in the insurance industry.
• Short term, Insurance experience is essential.

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