Gap Service Consultant
KEY OUTCOMES (not limited to) Level 4 and 5 process elements
Manage incoming queries and outbound responses with:
- Members
- Service Providers
- Intermediaries
Provide product specific information
Assess and determine when there is an operational query
Identify and escalate priority issues
Manage and resolve customer complaints
Maintain client information
Complete administrative tasks
Qualifications
The Gap Core Servicing Consultant is responsible for responding to queries, managing complaints, troubleshooting service problems and providing general information regarding our products. Manage our customer experience with excellence and accuracy.
JOB DETAILS
BUSINESS UNIT: Operations - Servicing
DATE OF JOB PROFILE: 1 December 2018
FAIS: Preferred
KEY OUTCOMES (not limited to) Level 4 and 5 process elements
Manage incoming queries and outbound responses with:
- Members
- Service Providers
- Intermediaries
Provide product specific information
Assess and determine when there is an operational query
Identify and escalate priority issues
Manage and resolve customer complaints
Maintain client information
Complete administrative tasks
SPECIAL REQUIREMENTS
PERSON DETAILS: WORK EXPERIENCE
REQUIRED
1 – 3 years call centre experience preferably with short-term insurance and health industry knowledge and experience
PREFERRED
EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED
Matric Certificate
PREFERRED
TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
Knowledge of customer service practices and principles
Excellent listening, verbal and written communication skills
Ability to handle stressful situations appropriately
Proficient in Microsoft and Excel
Call centre systems and multi-tasking
PREFERRED
Additional Information
Personal Attributes
- Accountability
- Action Orientated
- Collaborative
- Communication Skills
- Simple Writing Skills
- Manages Complexity
- Problem Solving Skills
- Creative Thinking
- Decision Making SKills
- Efficient and Effective Mindset
- Financial Acumen
- Planning and Organisation
- Resilient and adaptive
- Resourcesful
- Signancance and values orientated