To assist the Customer Experience Centre with the vital role of performing customer service-related duties including the
effective handling of inbound and outbound calls, logging cases on the system, performing follow-ups and maintaining
excellent communication with all relevant, involved parties and ensuring that requests for assistance are attended to in
order to assist and contribute to the effective operation of a customer service orientated call centre.
Main Activities and Key Areas of Responsibility
• Provide exceptional customer service.
• To answer all incoming calls within SLA’s.
• To capture all calls on relevant systems according to policies and procedures.
• Manage all cases professionally and efficiently according to policies and procedures and within the correct
• To assist with all client queries and requests.
• Clear knowledge and understanding of policy wording, systems, processes and procedures.
Qualifications & Experience
• Clear criminal and ITC record
• EE Candidates will receive preference
• Minimum 5 years working experience
• Emergency Call Centre/ Short term Insurance Industry experience beneficial
Skills & Abilities
Customer Care Skills:
• Excellent communication skills (written and verbal)
• Quality orientated
• Display a sense of urgency
• Diplomatic & patient
• Display initiative, maturity and a high degree of professionalism
• Ability to work well under pressure
• Basic Life Support Certificate as an added advantage
• Team player
• Work independently
• Telephone Etiquette
• Must have good typing skills (60 WPM)
• Reasonable Memory Recall
• Computer Literacy – MS Office: Word, Excel, Outlook
• Be honest, sincere and consistent. Work hard to peruse our goals together relentlessly
• Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
• Ability to use standard office equipment
• Passionate about customer service
• Shift Oriented
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