Permanent
We have exciting opportunity for a Super Hero Customer Service Manager and we are looking for highly enthusiastic, driven, self-motivated, friendly individual who is passionate about creating exceptional relationships and world class experiences with our customers in our Hippo Advisory Department based in Dainfern, Fourways, South Africa.
Job Functions Administration,Advisory,Call Centre,Client Services Industries Call Centre & Helpdesk SpecificationAbout Hippo Advisory Services :
Hippo Advisory Services specialises in offering efficient online, telephonic medical aid, medical insurance and medical gap cover advice by ensuring best value for money recommendations across 11 open market Medical Aid, Medical Insurance and Medical GAP cover. Medical aid and medical insurance is complex and our objective is to help consumers to understand it better and make informed and appropriate choices, providing the best advice.
About you
The successful candidates will Manage a team of Customer Service and Admin Consultants managing inbound calls & emails, queries, escalations & following up on applications submitted to medical schemes, medical insurance and medical GAP as conducted by the Hippo Advisory Services sales teams in line with the company’s sales processes, compliance, quality assurance and customer service guiding principles.
reporting these and escalating issues as appropriate.
times.
RequirementsHippo Advisory Services specialises in offering efficient online, telephonic medical aid, medical insurance and medical gap cover advice by ensuring best value for money recommendations across 11 open market Medical Aid, Medical Insurance and Medical GAP cover. Medical aid and medical insurance is complex and our objective is to help consumers to understand it better and make informed and appropriate choices, providing the best advice.
About you
The successful candidates will Manage a team of Customer Service and Admin Consultants managing inbound calls & emails, queries, escalations & following up on applications submitted to medical schemes, medical insurance and medical GAP as conducted by the Hippo Advisory Services sales teams in line with the company’s sales processes, compliance, quality assurance and customer service guiding principles.
- Supervise a team of consultants working within established operational systems.
- Identify, within the team, instances of non-compliance with the organization's
reporting these and escalating issues as appropriate.
- Act as first-line supervisor of a team providing operational support, and play a
times.
- Provide coaching to team members to develop their skills.
- Contribute to the preparation of various data and analytics reports.
Qualifications
Matric / Grade 12/ SAQA Accredited Equivalent
Tertiary Qualification* SAQA Accredited Equivalent
Experience
Disclaimers
SAQA Accredited Equivalent* - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.
#Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) -As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Employment Equity
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.
Matric / Grade 12/ SAQA Accredited Equivalent
Tertiary Qualification* SAQA Accredited Equivalent
Experience
- Proven Customer Service Manager track record ( Within a Medical Aid environment)
- Excellent verbal & written communication skills and ability
- Strong understand of the sales process, sales techniques, complaints & query management
- A strong attention to detail
- Matric / SAQA accredited qualification*
- At least 1-3 Years Customer Service Manager experience in a Call Centre environment
- Experience in the Medical Aid industry (Over 2 years)
- FAIS accreditation (Essential)
- Degree / diploma in Business Management/ Marketing (Advantageous)
Disclaimers
SAQA Accredited Equivalent* - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.
#Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) -As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Employment Equity
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.
