UK Customer Service Consultant
Reference: 9705 NB
Consultant: Nine Broodryk
Job Description:
- Provide Support Across Multiple Channels: Assist customers via phone, email, live chat, and other communication channels, ensuring consistent and responsive service across all touch-points.
- Assist Customers with Policy Inquiries: Address customer inquiries related to insurance policies, coverage details, premiums, and any other relevant information.
- Policy Enrolment and Renewals: Guide customers through the process of enrolling in new insurance policies or renewing existing ones, ensuring all necessary information is collected accurately.
- Policy Amendments and Adjustments: Help customers make changes to their policies as needed, such as updating personal information, adding or removing coverage options, or adjusting coverage limits.
- Billing and Payment Support: Assist customers with billing inquiries, payment processing, and resolving any issues related to premiums, invoices, or payment methods.
- Resolve Complaints and Issues: Address customer complaints or concerns in a timely and professional manner, working to find satisfactory resolutions and escalate complex issues as necessary.
- Promote Customer Satisfaction: Strive to ensure a positive customer experience at all times by delivering excellent service, actively listening to customer feedback, and going above and beyond to meet customer needs.
- Educate Customers: Educate customers about various aspects of bicycle insurance, including cover options, policy terms, claims processes, and proactive measures to protect their bicycles and mitigate risks, without giving advice.
- Cross-Sell and Upsell Opportunities: Identify opportunities to cross-sell or upsell additional insurance products or services that may benefit customers based on their individual needs and circumstances.
- Maintain Customer Records: Keep accurate records of customer interactions, policy details, and any relevant documentation in compliance with data protection regulations and company policies.
- Collaborate with Other Departments: Coordinate with other departments within the company, such as claims processing, underwriting, and sales, to ensure a seamless customer experience and facilitate efficient resolution of customer inquiries or issues.
- Continuous Improvement: Participate in training programs, workshops, and ongoing learning opportunities to enhance product knowledge, customer service skills, and overall performance.
Qualifications:
- Minimum of a Senior Matric Certificate. Additional relevant qualifications will be advantageous.
- 2-4 years of experience in client services, customer care, or a related field.
- Familiarity with the industry in which we operate is beneficial.
- Strong written and verbal communication skills are essential for effectively interacting with individuals at all levels.
- Strong problem-solving skills, critical thinking, and the ability to make informed decisions are crucial.
- Understanding customer needs, addressing concerns, and providing exceptional service to ensure client satisfaction and retention.
- A deep understanding of the products or services offered. Explaining complex concepts clearly and understandably to clients.
- Written communication (emails, reports, etc.) as well as verbal communication to be of the highest standard.
- You will be responsible for identifying opportunities to upsell or cross-sell products or services to existing clients.
- The business environment is constantly evolving, so you should be proactive in staying updated with industry trends, technological advancements, and best practices in client services.
How to Apply:
- Email your comprehensive CV to exceedhr@exceed.co.za.
- If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
- We reserve the right to only conduct interviews with candidates of choice.
- Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.
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