Customer Service Rep: Out Bound-MultiChoice Group

Customer Service Rep: Out Bound

The Organization

The Video Entertainment segment of Naspers is a broad-based multinational media group headquartered in South Africa and Dubai with principal operations in pay television and video entertainment. The group operates in almost 50 countries in Africa. Its holding company, Naspers, is listed on the Johannesburg Stock Exchange (JSE) and has an ADR listing on the London Stock Exchange (LSE). International investors account for around 50% of its shareholder base.
An African platform operator, Video Entertainment’s expertise lies distributing media products, creating media content and selling advertising. Its key areas of operations are:
Pay Television: direct-to-home satellite and digital terrestrial television services; and
SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets
Operating in the majority of African countries, Video Entertainment is the leading Pay TV provider in most of the key African markets. Its strategy is to offer the best local and international content across multiple platforms to customers wherever they are.
The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. Over the years Video Entertainment has built a successful track record of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues mainly by collecting subscription fees, with a moderate contribution from advertising revenue. Its key objectives are to:
Build its Pay TV and SVOD subscriber base
Focus on investment and technology
Maintain a local approach
Provide quality service

Attract innovative and motivated employees

Position Name
Customer Service Rep: Out Bound
Position ID


Reports to
Team Lead: Out Bound

Direct Reports
No

Division
Customer Group
Department
Customer Value Management

Band
7



Key Customers
Internal: Customer Care management team, MultiChoice divisions, Call Centre, Line Managers

External: Suppliers, Subscribers


Location
Randburg, South Africa

Purpose of the Position:
To foster customer experience by taking ownership for effectively sell/offer Short Term Insurance product; keeping customer satisfaction at the core of every decision and behavior.

Key Performance Objectives
Tasks




Customer Relations

Attend to calls from customers requesting quotes and/or other relevant information and contact customers and sell/offer Short Term Insurance product using information received from various marketing campaigns and database provided by MCA.
Maintain database and customer information by logging all calls to enable trend analysis and provide feedback to the Supervisor on recurring issues.
Deal with large amounts of inbound and outbound calls in a timely manner
Participate in the implementation of campaigns to increase insurance sales.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by going an extra mile
Meet personal/team qualitative and quantitative targets
Ensure a customer delightful resolution at every customer interaction
Conduct the necessary authentication on customers by asking the relevant questions before transacting with the customer and updating of customers details where necessary.
Follow communication “scripts” when handling different topics
Ensure compliance with all regulatory and legislative requirements, for example FAISA, FICA, STIA requirements. Assist the customers to make informed decisions, such as explaining the cover that is offered, the benefits and features of the product and all other necessary disclosures related to MCA the intermediary and NMSIS the insurer.

Compliance
Operate within a given budget to determine and ensure that the financial requirements can be met
Be available at the right time to perform call centre duties (scheduling adherence)
Perform in accordance with the call centre processes and policies.
Participate in learning and development activities to ensure adherence to the requirements of the contact centre.
Inform customers that you are working under supervision as is required in terms of the Financial Advisory and Intermediary Services Act (FAISA).
Offer customers information regarding processes, procedures and compliance (on voice logging) according to the FAIS Act relevant disclosures.
Ensure compliance with all regulatory and legislative requirements, for example FAISA, FICA, STIA requirements.

Qualifications
A Matric Certificate or NQF 4 Equivalent
Certificate in regulatory exam compulsory if previously employed with Financial services in the past 2 years (RE 5 level 1 for Representatives) or registered for the completion of the RE 5 Level 1


Experience
1-2 years Outbound Call Center Sales experience
Minimum of 1 year working in a short-term insurance environment

Technical Competencies (List the key technical competencies)
FAIS/Short Term Insurance Act and other related pieces of legislation.
Verbal and written communication
Sales techniques
Telephone etiquette
Product Knowledge
Policies and Procedures
Negotiation
Customer Service Oriented

Behavioral Competencies (List the key behavioral competencies)

Problem Solving
Results Orientation
Attention to Detail
Time Management
Planning & Organizing
Resilience
Ideas Generating


Apply Here http://bit.ly/2Kz4DMI

Job id : , #68508, 1,018 views,

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