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Role Purpose:

Providing effective customer service with the purpose of retaining customers and building strong customer relationships. 

Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. 

Focus on growth of brand and process alternative solutions to meet customer needs. 

Customer Service | PROJECT & CONTRACT MANAGEMENT

Respond professionally to client complaints and queries
within agreed timeframes to ensure customer satisfaction
and retention in all interactions, striving to achieve first
contact resolution. Provide a quality service to customers,
both via telephone and email.

Customer Needs Clarification | CLIENT & CUSTOMER MANAGEMENT

Determine customer’s core need, in an effort to meet their
expectations from a customer and product offering point of
view. Conducting needs analyses to identify most
appropriate product offerings (upselling). Accurately identify
the origin and reason for policy cancellations and apply
effective and relative retention strategies and tools in order
to retain customers.



Administration | ADMINISTRATIVE SERVICES

Effectively complete and keep up to date all required
administration and accurately and comprehensively capture
data of customer information across relative systems to
safeguard against risk with a high degree of attention to
detail and quality.


Operational Compliance | GOVERNANCE

Develop knowledge and understanding of the organization's
policies and procedures and of relevant regulatory codes
and codes of conduct to ensure own work adheres to those
standards. Obtain authorization when required from a
supervisor or manager for any exceptions from mandatory
procedure. Comply with service level agreements and
internal procedures in order to ensure cohesive
relationships and timeous service delivery.


Performance Management | PEOPLE

Prioritise own workflow and ensure work is completed to the
required standards of productivity, quality and timeliness;
use performance management systems to improve personal
performance and KPI's.


Personal Capability Building | PEOPLE & ORGANIZATION

Keep abreast with current changes in internal policies and
procedures. Develop capabilities by participating in
assessment and development planning activities as well as
formal and informal training and coaching; gain or maintain
external professional accreditation where relevant to
improve performance and fulfill personal potential. Maintain
an understanding of relevant technology, external regulation,
and industry best practices through ongoing education,
attending conferences, and reading specialist media.

Education & Experience

General Education