ZAF - Customer Service Advisor- Travel Insurance

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Overview:
Dealing effectively with inbound calls regarding a range of products and transactions is what’s involved here. A real chance to make the
most of your excellent customer service skills. You’ll spend each day identifying and fulfilling a variety of needs, including bringing on
board new customers, retaining existing ones and cross-selling at every opportunity. In short, you’ll provide a high-quality service and
prove that nothing is too much trouble.
Qualifications:
  • Matric or NQF Level 4 - Required
  • Minimum 12+ months of experience working with a Customer service/Sales process - essential
  • Superior oral and written communication, presentation, and interpersonal skills.
  • Travel insurance/ Health insurance and Medical insurance expereince 6+months
Responsibilities:
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

  • Guide customers to issue resolution via phone, email, and chat channels
  • Converting quotes in to sales focusing on customer retention and exceptional service at all times
  • Problem-solve customer challenges and educate them on additional features or use cases for the product/service
  • Advocate for customers, taking ownership of the resolution journey
  • Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions
  • Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly
  • Demonstrate strong business and strategic acumen to balance both the customer and business goals
  • Respond to product inquiries and answer questions ensuring the product matches the customers’ needs
  • Become a product expert and understand each customer’s needs to provide real, effective solutions based on customers’ needs and deliver exceptional customer service
  • Uphold processes and policies in support of organizational goals
  • Execute against organizational SLAs for customer care
  • Contribute proportionately to the team’s achievement of all KPI’s as set by the Team Leader
  • Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled
  • Balance rapidly shifting priorities through multitasking and flexibility
  • Maintain positive attitude in the face of customer concerns, treating customers fairly and with respect
  • Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience
  • Following our Business Code of Conduct and regulatory requirements and always acting with integrity and due diligence
  • Understanding customer’s needs and, or, any vulnerably the customer may have to ensure each customer receives appropriate assistance in good time to ensure the customer is not disadvantaged
  • Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.

Competencies and Specific Skills

  • Drive sales through service
  • Ability to build rapport with strong soft skill ability
  • Excellent verbal and written communication
  • Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
  • Natural tendency to quickly problem-solve in the most stressful situations
  • Excellent time management capabilities with strong attention to detail
  • Ability to multitask and prioritise accordingly based on assigned deadlines
  • Strong ability to manage difficult situations and challenging customers
  • Capacity to take ownership of resolving the customer issue and act as an advocate
  • Capability to learn new systems and tools in a fast-paced environment
  • Ability to develop and apply innovative solutions to solve challenges in ambiguous situations
  • Strong ability to ask questions and think critically to uncover root cause of customer issue
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