In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.
Key Responsibilities
Responsibilities are not limited to the enclosed
- Supporting customers across the wider business.
- Provide world class customer service to both new and existing customers.
- Provide Sales support to customers.
- Continual learning of products/services.
- Promote and sell products to new and existing customers
- Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence
- Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance)
- Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service
- Identify and understand customer needs in order to provide a consistently high-quality service
- Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner
- Increase customer retention, loyalty and build a credible reputation
- Comprehend and adhere to the company and department standards, policies and procedures
- Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards
- Deliver a quality service to all customers and third parties to ensure customer and client satisfaction
- Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives
- Identify and contribute to self-development to enhance individual and departmental performances within client/company procedures and policies
- To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practise and company policy
- Take ownership of self-development to help drive personnel
- Adhere to HR policies and procedures as set out in individual contract and staff handbook
- Drive revenue generation capability to increase revenue for Clients
- Being the ‘Customer Champion’ you will challenge existing process/systems that stand in the way of driving customer delight, by placing our customers at the heart of everything that we do
- Using call centre systems competently to keep both customers’ accounts and own records accurately updated
- Acts as a mentor to support and develop less experienced colleagues.
- Acts as an ambassador, living the Exl Values daily
- Ensure that the assigned targets in accordance with SLA are met
- Ensure that the quality of the transactions is in compliance with predefined parameters
- Ensure claim costs is controlled and leakage kept at a minimum
- Ensure accuracy of reserves and payments and manage lifecycle of claims
- Ensure adherence to Company Policies and Procedures
- Managing calls – both inbound and outbound as well as all other correspondence on claims
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
- Any other essential function that may occur from time to time as directed by the Supervisor
- SA Citizen
- Grade 12 (Mandatory)
- 6 months customer service experience
- English language proficiency
- Previous international Voice experience
- Good Computer navigation skills
- Should be familiar with MS Office
- Possesses necessary knowledge of business concepts to effectively perform the job
- Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
- Commits to achieving specific objectives and takes ownership for accomplishing them.
- Responsible for handling high volumes of transactions.
- Effectively balances quality, timeliness and productivity standards
- Self-discipline
- Result orientation
- Adaptability
- Listening and comprehension skills
- Questioning and Reasoning Skills
- Customer Service focus and telephone etiquette
- Ability to multitask, prioritize and manage daily work activities
