Customer Service Team Lead

DESCRIPTOR

• Provide telephonic and face to face service to customers and intermediaries.
• Delivers on daily production standards and adheres to service and quality standards.
• Adheres to business process and compliance rules.
• May act as mentor to less experienced Consultants.
• Fully multi-skilled across products and processes.
• Has extensive relevant experience.

KEY RESULT AREAS

Relationship Building:

• Maintains relationships with relevant departments.
• Builds and maintains relationships with intermediaries and brokers.
• Manages customer relationships in person or telephonically.

Quality Assurance:

• Performs quality checks on own work.
• Adheres to service and quality standards.

Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Coaching:

• May act as mentor to less experienced agents.
• Compliance:
• Adheres to business process and compliance rules.

Client Service Delivery:

• Provides telephonic and face-to-face service to customers and intermediaries.
• Delivers on daily production standards.
• Informs clients of requirements and procedures.
• Provides input to other areas i.e. client feedback/queries.
• Processes relevant benefit payments and claims.
• Performs general office administration such as follow-ups client callbacks policy changes etc.

• A first degree or its equivalent
• Excellent communication skills (verbal and written)
• Interpersonal and time management skills
• Good knowledge of MS packages (Especially MS Word MS Excel and Outlook)
• 3 years customer service experience especially in the financial services sector