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.