The Customer Care Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of service, retention and sales strategies and approaches unique to the customer needs.
To always strive to deliver service that aims to achieve first contact resolution
across multi-channels (E.g. Voice, e-mails, web etc.).
Enhance efficiencies resulting in improved costs through effective contact centre
Increase customer satisfaction through positive interaction focussing on making it
easy to fulfil customer needs by living the Telesure Service Way behaviours.
Continuously strive to maintain and enhance product and system knowledge,
living up to the customer service expectation while providing sound financial
advice (Complying to FSB).
Ensuring appropriate ownership of customer retention value chain by providing a
professional quality service.
Providing sales through service while selling and up-selling appropriate new
product offerings and/or Value Added Products to the customer as per the
customer journey strategy.
Ensuring accurate and comprehensive data capturing of customer information to
safeguard against risk.
Accurately identify the origin and reason for policy cancellations (or cancelled
policies) relative to various channels and brands (broker or customers).
Effectively determine the cause for the policy cancellation (or potential policy
cancellation) by selecting the most appropriate approach of responding to the
customer or broker.
Apply or provide competitor comparisons where necessary relative to the
cancellation reason and customer needs in order to provide the options to
Apply different discounting strategies relative to customer profitability as
determined by business analytics and tools.
Engage in effective brand reputation management aligned to specific customer
concerns in order to limit brand damage and integrity by building and maintaining
relationships with colleagues, customers, brokers and service providers.
Adhere to all required risk and compliance requirements as stipulated for the role;
adhere to all business rules, business processes and system access and
management regulations on an on-going basis
Grade 12 (Standard 10) with University Entrance (NQF4)
Customer Service diploma/certificate
A graduate degree or diploma in areas such as, but not excluding BA, LLB, B com or B.ed
At least 2 years experience customer service/Financial Services environment
and/or A graduate degree or diploma in areas such as, but not excluding BA, LLB,
B com or B.ed
Contact centre experience
Digital channel experience (social media)