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Company | Santam Insurance |
Address | Johannesburg, Gauteng, South Africa |
Employment type | FULL_TIME |
Salary | |
Category | Insurance |
Expires | 2023-05-25 |
Posted at | 1 year ago |
Who are we?
- Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
- Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
- Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps and/or through written correspondence
- Manage own development to increase own competencies
- Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
- Improve customer satisfaction, experience and insight
- Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
- Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
- Ensuring achievement of underwriting and profitability objectives through internal processes.
- Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
- 2-3 years’ people management experience
- 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)
- Completed Matric (Grade 12)
- FAIS compliance (NQF Level 4) – with credits in commercial or personal lines
- A relevant short-term insurance related qualification will be advantageous
- Management of employees
- Reporting and communication
- Drive service targets
- Coaching, quality and compliance
- Plans and aligns
- Decision quality
- Interpersonal savvy
- Directs work
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