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Service Agent (Pietermaritzburg)

Date: 28-Jul-2022

Location: Pietermaritzburg KZN ZA, NL, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.

Purpose

To deliver service agent services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

1 - 2 years experience in a similar environment

Minimum Qualifications

Higher Certificates and Advanced National (Vocational) Certificates [Level TBA: Pre-2009 was L4] in Office Administration

Process

  • Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
  • Contribute to the provision of a comprehensive administrative service through the correct interpretation and application of procedures.
  • Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
  • Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
  • Proactively identify problems, apply known solutions and escalate more difficult problems.
  • Plan for task execution and adjust priorities against an established plan.

Customer

  • Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
  • Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
  • Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
  • Build and maintain contact with customers to promote organisational products and services.
  • Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

  • Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

  • Contribute positively to own area-specific knowledge improvement.

Governance

  • Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Technical Competencies

  • Customer Understanding (Basic)
  • Query resolution (Basic)
  • Customer Liaison (Basic)
  • Business Administration Skills (Basic)
  • Customer Relationship Management (Basic)

Behavioural Competencies

  • Organisation and Attention to Detail (Basic)
  • Interpersonal Effectiveness (Basic)
  • Problem Solving and Analysis (Basic)
  • Teamwork and Cooperation (Basic)
  • Customer service orientation (Basic)
  • Communicating with Impact (Basic)
  • Customer Orientation (Basic)

Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.

 

Vaccination Policy & Hybrid Working Model 

We are evolving the way we work and will be launching a Hybrid working model, in line with this Liberty has implemented a Mandatory vaccination policy which is applicable to all employees, this is to further strengthen our commitment to the safety of all employees. Right of refusal to be vaccinated against COVID-19, either on constitutional and/or medical grounds, is taken into consideration and will be dealt with through an objection process. More information about our Hybrid working model and Mandatory vaccination policy will be discussed during the recruitment process for this position. 


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