AndSolo Education, Information & More
The ideal candidate will be a proactive and strong self-starter with great attention to detail. A relevant business, administrative and/or marketing degree would be essential and a continued desire for professional development. The candidate needs to have a grasp of the financial services industry and a keen interest in FinTech, InsurerTech and innovation. You would receive a remuneration package that would be commensurate with your experience. The remuneration would be structured as a basic monthly cost to company.
Key responsibilities:
- Greet customers (face-to-face, on the phone, or via live chat)
- Identify customer problems and provide appropriate solutions
- Check voicemail, chat, and/or electronic cue frequently to identify customers who need service
- Proactively follow up leads and reach out to understand customers’ problems
- Create/update help tickets to document customer interactions
- Escalate complex support issues to higher level supervisors/manager
- Provide information about product claims specifications
- Interact with other internal departments to resolve customer issues
- Provide internal feedback regarding reoccurring issues (e.g. improper packaging, internal miscommunication) that can affect customer satisfaction
- Train/support other representatives within the team
- Create and keep up to date system, client and product manuals
KEY PERFORMANCE AREAS
- Ensure all customer queries are resolved in an appropriate timeframe
- Ownership and adherence to operational benchmarks (eg First time response rates, query escalation rate)
- System and process training for TPI clients
- Assist the technical team in identifying changes to and/or new functionality
- Broker reporting
- General administration functions when required
SKILL REQUIREMENTS & EXPERIENCE
- Relevant business degree, ideally Business Sciences / B.Com
- Customer service experience
- Long and short term claims experience
- Client liaison and support experience
- Excellent prioritization and analytical skills.
- Take responsibility for the image of the company.
- Ability to maintain a friendly and professional demeanour when interacting with customers.
- Good knowledge of appropriate software’s, tools, and techniques to deliver excellent support.
- A proven track record of transforming problems into solutions.
- Excellent verbal and written communication in English
- Marketing, preparation of power point presentations and proposals
- Experience in and knowledge of the distribution of financial services risk products (short-and long term)
PERSONAL COMPETENCY REQUIREMENTS
- Passion for financial services and technology
- A self-motivated “go getter” who will deliver upon the company’s growth objectives
- Delivery and deadline focused with excellent management skills and attention to detail; ability to coordinate and multitask
- Goal orientated and target driven
- Ability to work independently and as part of a team; flexible team player
- Ability to interact with clients and ensure excellent service delivery
- Ability to adapt and understand new ways of working
- Constant personal improvement to be the best you can be; ability to grow with a young business
- Excellent communication skills
- Calm and effective approach to all obstacles and scenarios
KEY RELATIONSHIPS & INTERACTIONS
- COO / CEO
- Legal & Compliance
- Business Development and E-Commerce
- Clients (Affinity Partner and brokers)
- Insurance Company Partner (e.g. Underwriting Companies)
- Technology Providers & Platform
- Merchants (e.g. Airlines, Online Travel Agents, Online Retailers)
SOFTWARE EXPERTISE
- XLSX – excellent
- Word – excellent
- PowerPoint – excellent
MEDIA
● It will be to your advantage if you have a good understanding and interest in the implementing of digital marketing strategies including integration with various forms of media, social networks and performance marketing platforms