OverviewFinancial 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.
QualificationsSkills and Attributes An excellent communicator (written and oral)Self-MotivatedPassionate about learningTarget DrivenPolite, co-operative and a friendly manner essentialProfessional and welcomingStrong customer focusExcellent verbal communication skillsAbility to deliver excellent customer service experienceAbility to prioritise tasksProven ability to listen actively and to hear important informationComputer literacyStrong negotiation skillsCurious, Team Spirited and Big HeartedA positive mindset with a passion for continuous improvementAn exceptional driven and motivated individual with the passion to succeed in a fast-paced environmentHave the ability to build rapport with Customers giving a human touch to the conversationOwnership and Rapport buildingExperience 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 - EssentialProven Experience in delivering excellent customer services to internal and external customersMaintain campaign performance, quality, regulatory and compliance standardsExperience in the motor insurance industryQualifications Matric or equivalent - EssentialSalary Structure and Incentives: Monthly Basic salaryAdditional Benefits: Transport allowanceMedical InsuranceProvident fund *Our Environment: Values based environment where the customer is firstFast paced environment where attention to detail is of utmost importanceWe collectively embrace change and step up to the challengeSupport and guidance is a given - as much as independence is expectedAre 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.
ResponsibilitiesResponding to inbound customers and colleaguesCustomer 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 contactQueries to identify, qualify and close new business opportunitiesUnderstanding customer's reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their businessStriving for first call resolution on every contactWorking 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 demandProactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients' people expectations to maximize your performanceComplying with all our clients' required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirementsTaking 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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