Job Purpose

As a Contact Centre Consultant, you will be responsible for obtaining and capturing information from insured persons or their representatives for the purpose of settling claims with the insurance carrier. You will also assist with administrative amendments, provide detailed information and insights on policies, explain additional benefits, and up-sell relevant products to customers.

Key Responsibilities

• Customer Management: Manage customer interactions by carrying out standard activities and providing effective solutions to achieve first-call resolution. Ensure all customer requests are completed according to required standards.
• Customer Needs Analysis: Ask relevant questions and probe for clarity to gather necessary information to resolve customer requests efficiently.
• Up-selling Products: Identify products or services that best meet the customer’s needs, clearly explain the benefits, and influence the customer to make a purchase.
• Correspondence: Respond to routine customer requests via telephone or email. For more unusual requests, customize templates to create tailored responses for both internal and external communication.
• Operational Compliance: Develop a working knowledge of the organisation’s policies, procedures, and regulatory codes. Adhere to mandatory procedures to ensure all work is completed to the required standards.
• Administration: Update policy information such as changes of address, policyholder details, and banking details. Attend to a range of policy-related customer requests and provide guidance on administration processes in line with company policies and service level agreements.
• Personal Capability Building: Participate in assessment and development planning activities, as well as formal and informal training and coaching. Stay updated on relevant technology, external regulations, and industry best practices through ongoing education.
• Work Scheduling and Compliance: Work according to an assigned schedule and follow mandatory procedures to maintain quality standards and adhere to regulatory and internal codes of conduct.

Education Requirements

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Advantageous)
• STI Qualification (Advantageous)
• Class of Business Certification (Advantageous)
• Customer Service Certificate or related qualification (Advantageous)

Experience Requirements

• Minimum of 2 years customer service experience (Essential)
• 1 year call centre experience (Advantageous)

Why Join TIH?

At Telesure Investment Holdings, you will be part of an unstoppable team that constantly finds better ways to provide peace of mind to our customers. We offer a supportive environment where you can grow your skills and build a meaningful career.

If you think you have what it takes to contribute to our team, we encourage you to apply without delay.