THE JOB AT A GLANCE
As the Junior Contact Centre Agent, you will be reporting to the Team Leader: Contact Centre. You will be required to render client service by responding, processing, and resolving customer requests and queries via telephone and email. You will be required to provide clients with information regarding RMA products, and reduce risk through adhering to internal process. You will also be required to deliver a consistent, quality client experience by providing service and support to existing clients.
WHAT WILL YOU DO?
Handle customer inquiries both telephonically and by email:
- Answer calls and respond to emails
- Maintain desk SLA through adherence to schedules, defined processes and workplan
- Follow-up on customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs and issue reference numbers to customers
- Manage and resolve customer complaints
- Provide customers with accurate product and service information in an efficient manner
- Verify/authenticate client details
- Adhere to compliance and regulatory requirements
- Research required information using available resources
- Update existing customer personal information
- Assist clients to submit claims electronically and complete relevant applications forms.
Identification, escalation and/or referral of queries:
- Identify and escalate priority issues
- Identify and escalate/refer queries/calls to the relevant department for action
- Route calls to appropriate resource.
System assistance:
- Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
- Assist clients with how to upload documents onto the system
- Assist with password reset queries for online services
- Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.
Ad hoc workflow assistance:
- Support the Contact Centre team by providing any assistance on client queries as and when necessary.
WHAT WILL YOU GET IN RETURN?
We offer great opportunities for personal and professional development in a stable company that’s 128 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Kindly note that should you not receive a response within 21 days please consider your application unsuccessful.
Closing date: 18th April 2024
Our Commitment to transformation:
In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.
