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Blended Centre Agent

Date: 13-Jan-2021

Location: Johannesburg GAU ZA, 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 provide customers with a single point of resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

2 - 3 years experience in a similar environment

Critical Job

The Following Requirements are Critical for this Role:

  • A minimum of 2-3 years of proven experience in customer query resolution is non-negotiable in this role and an upfront requirement.
  • Proven experience in working in a front office role and dealing with external customers is required.
  • Strong telephone etiquette skills and experience in servicing clients is required.
  • Experience in working in a QA environment and knowledge thereof is required in this role. 

Minimum Qualifications

Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications

Certificate in Customer Servicing will be an advantage in this role.

Outputs

Process

  • Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
  • Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
  • Respond promptly to call centre calls in a professional manner, ensuring an excellent and accurate client service in enhancing organisation reputation.
  • Execute the Indexing of servicing requests and any interactions with other departments within Liberty as per agreed standard operating procedures (SOPs).
  • 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

  • Liaise and interact with customers via approved communication channels in a positive and helpful manner.
  • Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
  • Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
  • Able to achieve pre-assigned quota of straightforward calls and processes servicing requests within set parameters and to prescribed organisational standards

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.

Competencies

Liberty Values

    Technical Competencies

    • Continuous Process Improvement (Basic)
    • Customer Understanding (Basic)
    • Service Delivery (Basic)
    • Call reporting (Basic)
    • Handling Difficult Calls (Intermediate)
    • Inbound Phone Statistics (Basic)
    • Query resolution (Intermediate)
    • Product and/or Service Knowledge (Basic)
    • Customer Advice (Technical) (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)

    We put our knowledge and insight acquired over the past 60 years, to serving a pan-African market of the future.  Liberty has received its eighth certification as a Top Employer from the Top Employers Institute. See details here link


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