Switchboard Operator
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Guardrisk is the undisputed market leader in cell captive insurance and risk solutions. We are renowned for our innovative approach to cell captive structures and other alternative risk transfer solutions for our clients. Guardrisk offers clients custom designed cover and is registered in South Africa as an insurer for all statutory classes of non-life and life insurance business.
Role Purpose
Answering incoming calls and re-directing to the correct person and/or Company. Assisting with inbox and responding to emails and assisting with emails to redirect them to the correct binder holder or internal department. To deliver world class service and be a brand ambassador for the Guardrisk Group.
Duties & Responsibilities
This role is responsible for the daily answering of calls to the Guardrisk switchboard number. Calls are to be answered efficiently and clients are to be assisted timely in a friendly manner.
Calls to be re-directed to relevant person department or Cell Captive. Any opportunity where a client can be assisted directly by the operator must be done to achieve first call resolution.
Assisting with the booking of meeting rooms.
Ensuring clients are always treated with care and that calls are answered as quickly as possible.
To assist with inbox and to respond to clients or to redirect emails to the correct binder holder or to an internal department.
All emails/queries must be responded to within 8 working hours.
Attending to ad-hoc tasks/Projects when required.
Additional Responsibilities
Proactively and successfully build relationships with key planners and internal departments.
Keeping of records and tracking of enquiries.
Gathering of required information in order to resolve queries.
Representing and promoting Guardrisk at all times.
Working actively with support areas to achieve service standards.
Requirements
Computer literacy essential (Word/Excel/Outlook)
Must present a professional image
Excellent communication (verbal & written) interactive skills
Be able to work under pressure
A passionate team player
Must display sound planning & organizing skills
Able to display tact diplomacy & empathy
Sound problem solving skills and ability to take ownership for problems
High stress tolerance levels
Competencies
Under limited supervision coordinates and performs a professional service in listening and adhering to client requests for assistance. Ensures clients are treated in a friendly and timely manner and that calls are answered as quickly as possible. Where a call cannot be transferred at time of call full details to be taken down and the respective person to be emailed for resolution.
Responding to emails and to redirect these to the correct binder holder and/or internal department. To have a good understanding of the internal binder holder base (full training will be provided).
Knowledge Skills and Abilities
Knowledge of the business practices and procedures of cell captives. Knowledge of cell captive information so the client can be referred to the correct cell captive. This information relates to policy number layout contact number(s) and contact email address. Being aware who to refer clients to internally is very important. Updating the Switchboard Manual with new details when they become available to better identify to which Administrator (or Cell Captive) a client belongs.
Client Service Delivery
Uses knowledge of products (of Cell Captives) to secure end-to-end finalization of all customer interactions.
Facilitates problem solution across organizational boundaries. Able to identify issues for correction.
Personal Effectiveness
Accountable for service delivery through own efforts.
Individually accountable for managing own time tasks and output quality.
Makes increased contributions by broadening individual skills.
Collaborates effectively with others to achieve personal results.
Accepts and lives the company values.
Relationship Building
Owning the relationship with selected intermediaries.
Developing and maintaining effective working relationships with external and internal clients.
Personal interaction when liaising with Clients/ Intermediaries.
Specific KPAs
Keeping abreast of developments within Guardrisk.
The ability to access and integrate information quickly.
Handling of extraordinary cases/ situations.
Responsible for point of contact resolution process for the business and liaising with other business units where necessary to finalize customer requests/complaints.
Supports and participates in the continuous improvement of the business.
Key Skills
About Company
Guardrisk is the leading provider of cell captive business and alternative risk transfer solutions in South Africa.
