Webchat

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Metropolitan Momentum is looking for a webchat consultant (Clients Advisor) to deliver professional service to clients through various servicing channels (Webchat, Whatsapp, and Social media), responding to their needs, concerns, and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements:

2 – 3 Years experience in a Multiply call center or client service environment with proven knowledge of customer service principles and practices,
Exposure to the insurance industry (preferred),
Matric or equivalent,
Business-related qualifications,
On-the-job training /Product training,
Verbal and written communication,
Service orientation,
Problem-solving,
Detail-oriented,
Prioritization,
Teamwork and collaboration,
Adaptability Display initiative,
Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa, etc.) (preferred),
MS Office Suite (Word, Excel)
Business Area-specific products and procedures (preferred)

Competencies And Experience:

Examining Information: Analyses and processes information; asks probing questions; strives to find solutions to problems.,
Documenting Facts: Writes fluently when documenting facts; understands arguments logically; focus on finding facts.,
Establishing Rapport: Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends.,
Articulating Information: Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information.

Required Skills:

Showing Composure: Stays calm and relaxed during events; is not worried and tolerates stress levels; is composed in dealing with pressure.,
Meeting Timescales: Is target focused and meets deadlines; is punctual and keeps to schedule; is reliable in finishing tasks.,
Upholding Standards: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.,
Taking Action: Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.

Duties And Responsibilities:

Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
Take ownership of complaints and ensure they are resolved timeously and effectively.
Provide clients with the relevant information and documentation as required in line with policy guidelines.
Capture and update client information on relevant system/s, based on data received from the client.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Adhere to legislative / compliance requirements in the service process.
Identify and report process and system failures and enhancements to improve client experience.
Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
Escalate client queries to the relevant department or stakeholder.

Additional Responsibilities:

Provide accurate information and advice to clients and stakeholders to ensure that the client receives the appropriate after-sales services.
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
Provide authoritative, expertise and advice to clients and stakeholders.
Build and maintain relationships with clients and internal and external stakeholders.
Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within the area of responsibility.

If you meet the requirements and are interested in the position, kindly visit https://momentummetropolitan.erecruit.co:443/candidateapp/Jobs/View/MMH220512-14

Please Note: In the careers page, you will be requested to register your details and fill in an application form and upload your certified documents as per the application process.