Live Chats Customer Service Consultant - A&G Australia (Nightshift)Job Purpose
Obtain and capture information from insured or designated persons for the purpose of settling claims with the insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.
Responsibilities Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer requests executed according to the required standard.Customer Needs & Analysis
Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.Up-sell Customer Propositions
Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.Correspondence
Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).Operational Compliance
Develop working knowledge of the organization's policies and procedures and of regulatory codes relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.Administration
Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy-related issues.Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.Work Scheduling and Operational Compliance
Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards.BEHAVIORAL COMPETENCIES Customer Focus
Builds strong customer relationships and delivers customer-centric solutions.Interpersonal Savvy
Relates openly and comfortably with diverse groups of people.Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.Manages Complexity
Makes sense of complex information to effectively solve problems.Ensures Accountability
Holds self and others accountable to meet commitments.Manages Conflict
Handles conflict situations effectively, with a minimum of noise.Drives Results
Consistently achieves results, even under tough circumstances.Being Resilient
Rebounds from setbacks and adversity when facing difficult situations.Decision Quality
Makes good and timely decisions that keep the organization moving forward.Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals.SKILLS Verbal and Written Communication
Use clear and effective verbal and written communication skills.Numerical Skills
Use an understanding of numerical concepts to perform mathematical operations.Up-selling Opportunities
Provide technical guidance to maximize up-sell opportunities with customers.Data Collection and Analysis
Analyze information and data to help guide decision making.Understands Customer Needs
Articulate the customer needs in the customer's business language.Attention to Details
Apply concepts of knowledge/skill and be attentive to details.Presentation Skills
Communicate with other people by speaking in a clear, concise and compelling manner.Computer Skills
Support business processes by understanding and effectively using standard office equipment and software.Policy and Procedures
Monitor, interpret and understand policies and procedures.Planning and Organizing
Plan, organize, prioritize and oversee activities to efficiently meet business objectives.EXPERIENCE General Experience: 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous); 1 year experience in Digital/Webchat environment (Essential).
Education Grade 12 or SAQA Accredited Equivalent (essential).
Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.
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