A member of the primary contact team reporting to the Manger Member Services. This role will be responsible for providing a professional service to PPS members and associated parties via an Omni-channel contact centre model. The purpose of the role is to create a client experience that feels convenient, effortless, and personal. It must feel bespoke to the client, , giving the full-suite service and experience, in line with the dynamic hosting principles
Will work in shifts that will be rotated amongst the team weekly (between 7am & 7pm weekdays and on Saturdays). There is a possibility that these might change in the future depending on growth and the need in the business.
Formal Qualifications: Matric (Grade 12)A 3-year tertiary qualification (Degree/BTech) with relevant business orientationExperience and Knowledge: 1-3 years' customer service experience1-2 years' working experience in call centre and back-office processing is a clear advantageComputer Literacy: MS Office package, particularly the Internet, Outlook, and ExcelInterpersonal and Intrapersonal Skills: Able to thrive under constant pressure.Accuracy and attention to detail for all relevant work types.Ability to organise and prioritise.Team player.Risk conscious.To act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver on our client experience principles. Competent writing and communication skills.Proactive thinking.Empathy.Sense of urgency.Results Driven.Intellectually Curious.Work Ethic. Duties and Responsibilities Key Responsibilities: Engage and respond to customer's contacts professionally regardless of channel.Take ownership of customer requests from receipt to conclusion.Be able to proactively anticipate customer's needs holistically.Identify and escalate issues to supervisors.Provide product and service information to all customers.Be able to source information from various software systems (Pro-Fit, IAA, Service Manager, Single Sign On, and MIP).Research required information using available resources.Be equipped to sufficiently handle claims and underwriting related queries with training and the resources available.Research, identify, and resolve customer complaints using applicable software.Route calls to appropriate people where required.Be able to handle escalations and irate customers in an efficient manner and log complaints in line with the PPS complaints handling process.Document all call information according to standard operating procedures.Recognize, document, and alert the management team of trends in customer calls.Follow up customer calls where necessary.Complete call logs and reports.Assist Management and Support Team Agree duties with team members in order to achieve operational targets including prioritization and work schedules.Responsible for enforcing PPS's training and development program. They may also be assigned a junior employee to mentor.To execute policies and procedures related to service delivery in Operations and between other areas.Build and maintain relationships with relevant stakeholders.Keep Track of Customer Trends: A Client Engagement Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.Identify process and procedure improvements and make recommendations to streamline and simplify processes.Escalate systems failures to the appropriate support team in order for the team to stay productive.Recognize, document, and alert the management team of trends in customer callsMaintain Product Expertise: In order to answer customer complaints and questions, a Client Engagement Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.Cross-solutioning: Sales: Identify lucrative opportunities across the various channels (calls, emails and webchat) to cross-sell PPS Short-term insurance to existing members to increase revenue and Profit-Share.Be able to pitch our various product offerings (Investments, Professional Health indemnity, Fiduciary, Healthcare etc.), using the widget tool.#J-18808-Ljbffr
