Contact Centre Consultant

🗏Job Type

Full Time

Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.
Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
www.metropolitan.co.za

ROLE PURPOSE

To render a comprehensive telephony and administration client service to policyholders and other internal and external customers

RESPONSIBILITIES AND WORK OUTPUTS

Handle all incoming contact mediums and all related administration received as a result of the contacts received

Perform the task to adhere to the pay for performance requirements

Manage and adhere to established service level agreements

Positively influence and participate in change initiatives

Investigate client queries within the agreed service level and ensure that client receives timeous feedback

Escalate client queries to the relevant department or stakeholder

Provide accurate information and advice to clients and stakeholders in order to ensure that theclient receives the appropriate after sales services

Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets

Provide authoritative, expertise and advice to clients and stakeholders

Build and maintain relationships with clients and internal and external stakeholders

Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed

Make recommendations to improve client service and fair treatment of clients within area of responsibility

Develop and maintain productive and collaborative working relationships with peers and stakeholders

Positively influence and participate in change initiatives

Continuously develop own expertise in terms of professional, industry and legislation knowledge

Contribute to continuous innovation through the development, sharing and implementation of new ideas

Take ownership for driving career development

Contribute to the financial planning process within area

Identify opportunities to enhance cost effectiveness and increase operational efficiency

Manage financial and other company resources under your control with due respect

Provide input into the risk identification processes and communicate recommendations in the appropriate forum

COMPETENCIES REQUIRED

Business Acumen

Leads Change and Innovation

Client/ Stakeholder Commitment

Drive for Results

Motivating and Inspiring Team

Collaboration

Impact and Influence

Self-Awareness and Insight

Diversity and Inclusiveness

Growing Talent

EXPERIENCE AND QUALIFICATIONS

Grade 12 / NQF 4 equivalent qualification

Ability to speak and understand one or more of the following languages: Northern Sotho, Southern Sotho, Setswana

2 years client service call centre experience, dealing with calls and all related admin functions

Understanding of long term insurance industry and In House systems

LOCATION

The above-mentioned position is currently available in the Contact Centre department at our Retail division based at our office in Johannesburg.


Apply Here http://bit.ly/2QUObcQ

Job id : , #75377, 30 views,

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