To answer inbound calls, make outbound calls, resolve queries in real time from members, Franchises, Brokers and the public in line with Service Level Agreements.
To manage administration
Areas of responsibility may include but not limited to
To professionally resolve inbound queries from members, Franchises, Brokers and the public according to the required procedures and within agreed SLA's
To ensure that queries which are unable to be resolved immediately are followed up and resolved with the agreed SLA
Answering inbound calls timeously
Dealing with email queries where necessary
Making outbound calls to brokers and members to request further information that is outstanding for their applications
Calling members back timeously to provide comprehensive feedback on queries
Keeping stakeholders informed with regards to queries through to resolution
Maintaining accurate details of all queries
Data capturing
Coordinating individual and team administration
Ad-hoc functions where required
To keep abreast of product knowledge through continued professional development and learning
Personal Attributes and Skills
Excellent numerical and verbal ability
Exceptional communication skills - predominantly listening skills i.e. identifying the problem
Assertiveness, combined with patience and tolerance
Pro-active problem solver, showing initiative
Good time management skills
Professionalism
Attention to detail
Education and Experience
Minimum
At least 6 months' client services experience (back office/client facing)
Excellent verbal and numeracy skills
Excellent communication skills (verbal and written), and comprehension of the English language