ZAF Customer Service Representative CB - Insurance/Financial, Cape Town

Overview The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit&criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.

Qualifications Experience

Minimum of 6-12 months experience working within a similar service/Insurance driven BPO environment.

Experience working within the Financial Service Industry or similar Regulated Industry - Preferred

Proven Experience in delivering excellent customer services to internal and external customers

Maintain campaign performance, quality, regulatory and compliance standards

Experience in the insurance industry

Qualifications

Matric or equivalent- Essential

Our Environment:

Values based environment where the customer is first

Fast paced environment where attention to detail is of utmost importance

We collectively embrace change and step up to the challenge

Support and guidance is a given - as much as independence is expected

Responsibilities Responsibilities

Responding to Inbound Customers and Colleagues

customer support agents are responsible for helping each customer find the appropriate solution for their situation.

Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact

Queries to identify, qualify and close

Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business

Striving for First Call Resolution, on every contact

Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.

Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand

Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements

As part of working in the financial sector, you will be required to maintain customer accounts including taking fees, payments&interest.

Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.

adhere to FCA conduct rules

Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.

Skills and Attributes

An excellent communicator (written and oral)

Self-Motivated

Passionate about learning

Target Driven

Polite, co-operative and a friendly manner essential

Professional and welcoming

Strong customer focus

Excellent verbal communication skills

Ability to deliver excellent customer service experience

Ability to prioritize tasks

Proven ability to listen actively and to hear important information

Computer literacy

Strong negotiation skills

Curious, Team Spirited and Big Hearted

A positive mind set with a passion for continuous improvement

An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment

Have the ability to build rapport with Customers giving a human touch to the conversation

Ownership and Rapport building

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