Customer service

KZN
Full-time
Customer Service Agent
Company Talksure
Reference # CS-13.01.2021
Published 22/01/2021
Contract Type Permanent
Location Umhlanga, KwaZulu-Natal, South Africa
Introduction Established in 2010, Talksure has fast become one of South Africa’s most respected independent Financial Service Providers. The strong entrepreneurial and ethical vision developed by our founder and chairman is shared by our Executive team who have almost 100 years of combined experience within the Financial Services and contact centre industry in Europe and South Africa.
With an ever growing employee complement of over 700 it goes without saying that we are a people business; employees, clients and partners are our number one focus.
Job Functions Call Centre, Client Services
Industries Call Centre & Helpdesk, Financial Services, Insurance
Specification The main responsibility of the Customer Service Agent is to respond to all customer enquiries via various platforms (Call, email, social media). Negotiate with clients who wish to cancel cover or service. Facilitate arrangements for default payments.

JOB RESPONSIBILITIES:

•Duties across the following environments – Inbound/outbound/emails/SMS/bank defaults/bank disputes
•Responding to web or email queries
•Take appropriate action such as updating personal details or sending policy documents to clients
•Undertake to resolve 80% of queries at the first point of contact
•Objection handle to encourage client to retain product or service
•To contact clients who have failed to make payments
•Ensure continuous payment of premiums
•Identify instances of miss-selling through complaints, call recordings, queries etc.
•Re-sell product / service to client if required
•Advise clients on various issues relating to policies and payments
•Update the system including partner systems with all relevant information

Requirements MINIMUM QUALIFICATIONS AND EXPERIENCES:

•Matric is essential (proof of which must be available at interview stage)
•2 years experience within a customer service/client service environment within a call centre.
•Clear ITC
•No Criminal Record
•Multi-Lingual (Advantageous)
•Must be eligible to go on the REP register and be willing to work towards FAIS and RE qualifications
•RE (Advantageous)
•Advanced Microsoft Office including excel, word and outlook
•Working in a frontline customer service environment
•Handling customer queries
•Selling or handling queries regarding insurance and related products and services
•Must pass relevant assessments related to product offerings

CHARACTERISTICS OF THE REQUIRED CANDIDATE:

•Be customer focused
•Be an excellent communicator
•Have outstanding negotiation skills
•Be able to work under pressure
•Be self-motivated and results driven
•Be able to think creatively
•Have a positive attitude
•Have a good attendance record
•Should not have any warnings
•Should not be on any performance programs

NB: Please note that should you not hear from us within 14 working days from date of advert closing, please consider your application unsuccessful. Thank you for choosing Talksure as your employer of choice.

Job Closing Date Fri Jan 29 2021