Client Contact Centre Administrator (Zestlife)

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Introduction
Zestlife is looking for an Inbound Client Services Call Centre & Correspondence Administrator to join our Client Services team. If youre passionate about excellent customer service solving queries efficiently and creating great client experiences wed love to hear from you!

Role Purpose

Client Service responsibilities in respect of Zestlife Insurance Products.
Ensuring that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Zest life customers.

Duties & Responsibilities

To be logged into the Client Services inbound telephone queue and touchpoint for a minimum of six and a half hours each day and to take and resolve approximately 30 calls per day.
To resolve all telephonic queries and requests from start to finish in a professional and timeous manner.
To strive to achieve 0 lost calls with lost calls not exceeding 3% per day.
To respond to and resolve approximately 10 general workflow e-mail requests per day within TAT of 24 to 48 hours and to not exceed this response time.
To maintain and update your tasks in your To Do List on the system for daily management reporting.
To note all telephone calls made or received on the claim and/or policy record.
To adhere to the Quality Assurance criteria set out for call and email quality and to meet and strive to exceed the 90% QA standard set for the team.
Ensure the clients claim query expectation is adequately addressed.
To notify the Manager of any priority claims for escalation or complaints received.
To always follow the QA and disclaimer process and verify all clients and to check the policy option details and commencement date first before providing any information to a client.
To apply the coaching feedback received from the QA department.
Update the clients contact and medical aid details where necessary on the policy and process minor policy changes that is within your authority as approved by management.
To forward client requests received telephonically for policy changes and quotes that are not within your system processing role to the info mailbox for allocation to the various department to action the clients request.
To always try to retain clients phoning in to cancel their policy cover.
To be pro-active and to assist the clients with their queries by applying the TCF principles.
Be proactive creative and use your initiative in resolving queries.
To always engage with Zestlife clients in a professional courteous and friendly manner and to achieve first call resolution.
Think of working smarter and of ways to improve the process to add value to the clients interaction experience when contacting Zestlife.
You are responsible to ensure that you consistently achieve your daily weekly and monthly targets.
You are responsible to ensure that you fully understand the Zestlife products the policy administration and claims processes including the systems so that you can operate efficiently and are competent in your job as a client services call centre and correspondence administrator.

Requirements
Grade 12/ Matric QualificationIntermediary MS Office skills (Excel Word Outlook)Individual life policy administration knowledge and experienceMedical Aid understanding and servicing experience2 years proven client service/call centre experienceAbility to apply administration principles and work with detail and with a high level of accuracy

Competencies

Communication skills
Negotiation skills
Time management
Planning & organising
Initiative & problem-solving
Proactivity & creativity
Understanding the bigger picture
Works well independently & in a team
Handles pressure & setbacks
Target-driven & self-motivated

Required Experience:

Unclear Seniority

IntroductionZestlife is looking for an Inbound Client Services Call Centre & Correspondence Administrator to join our Client Services team. If youre passionate about excellent customer service solving queries efficiently and creating great client experiences wed love to hear from you!Role PurposeCli...

Client Service responsibilities in respect of Zestlife Insurance Products.
Ensuring that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Zest life customers.

Duties & Responsibilities

To be logged into the Client Services inbound telephone queue and touchpoint for a minimum of six and a half hours each day and to take and resolve approximately 30 calls per day.
To resolve all telephonic queries and requests from start to finish in a professional and timeous manner.
To strive to achieve 0 lost calls with lost calls not exceeding 3% per day.
To respond to and resolve approximately 10 general workflow e-mail requests per day within TAT of 24 to 48 hours and to not exceed this response time.
To maintain and update your tasks in your To Do List on the system for daily management reporting.
To note all telephone calls made or received on the claim and/or policy record.
To adhere to the Quality Assurance criteria set out for call and email quality and to meet and strive to exceed the 90% QA standard set for the team.
Ensure the clients claim query expectation is adequately addressed.
To notify the Manager of any priority claims for escalation or complaints received.
To always follow the QA and disclaimer process and verify all clients and to check the policy option details and commencement date first before providing any information to a client.
To apply the coaching feedback received from the QA department.
Update the clients contact and medical aid details where necessary on the policy and process minor policy changes that is within your authority as approved by management.
To forward client requests received telephonically for policy changes and quotes that are not within your system processing role to the info mailbox for allocation to the various department to action the clients request.
To always try to retain clients phoning in to cancel their policy cover.
To be pro-active and to assist the clients with their queries by applying the TCF principles.
Be proactive creative and use your initiative in resolving queries.
To always engage with Zestlife clients in a professional courteous and friendly manner and to achieve first call resolution.
Think of working smarter and of ways to improve the process to add value to the clients interaction experience when contacting Zestlife.
You are responsible to ensure that you consistently achieve your daily weekly and monthly targets.
You are responsible to ensure that you fully understand the Zestlife products the policy administration and claims processes including the systems so that you can operate efficiently and are competent in your job as a client services call centre and correspondence administrator.