Overview
Financial Customer Service Advisor
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.
Qualifications
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 prioritise tasks
Proven ability to listen actively and to hear important information
Computer literacy
Strong negotiation skills
Curious, Team Spirited and Big Hearted
A positive mindset 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
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 - Essential
Proven Experience in delivering excellent customer services to internal and external customers
Maintain campaign performance, quality, regulatory and compliance standards
Experience in the motor insurance industry
Qualifications
Matric or equivalent- Essential
Salary Structure and incentives:
Monthly Basic salary
Additional Benefits:
Transport allowance
Medical Insurance
Provident fund
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
Are you Committed to empathically solve complex customer queries, Care enough to ensure a positive customer journey and you are Confident in your ability? We would like you to join our Community.
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 new business opportunities.
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.
Taking correct information, asking the right questions, and offering 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.
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