Service Consultant, Durban

Key Purpose

The primary function of this role is to effectively provide ongoing support to external clients by
providing high quality levels.

Areas of responsibility may include but not limited to

• Assist clients, in an inbound call centre environment, to resolve a variety of different queries,
relating, for example to: Client-specific policy details, Policy information, Product information
etc.
• Conduct yourself in a polite and professional manner

• Log and manage inquiries by providing ongoing feedback to clients and following up on
unresolved issues (via calls and/or emails) (automated or via the Consultant)
• Process changes, relating, for example to: Amendment of bank details/switch to cash or stop
order payer, Beneficiary updates, Personal details, in line with the data integrity process
• Process credit control requests, relating, for example to: forced debits and premium
arrangements, in line with set processes
• Take ownership and assist clients to resolve unattended or escalated queries and complaints
within service level agreements
• Maintain accurate details of all queries
• Perform all required administrative functions to required standards and deadlines
• Continually stay abreast of SLAs (Service Level Agreements), TAT and TWT (Today's Work Today)
targets
• Build strong relationships with clients and brokers to understand and resolve their needs
• Be open to participate in adhoc tasks
• Adhere to a strict work shift and maintain punctuality
• Be willing to learn new skills when the business requires

Education and Experience

• Matric (minimum C symbol pass advantageous)
• At least 12 months of working experience in a call centre environment within the financial
services / insurance industry
• At least 12 months of working experience in an inbound call centre environment within the Life
Insurance industry
• At least 12 months of working experience in an admin related role.
• Certificate in Call Centre operations