Job Description

Company: Sanlam Group

Duties And Responsibilities
• Receive client queries and complaints
• Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
• Displaying positive attitude towards stakeholders and colleagues
• Client queries resolved within agreed timelines
• Client queries escalated to next level of expertise
• Improved 1st call resolutions when handling queries
• Perform operational transactions
• Ensure that 100% of work(policy information and simple changes) is accurately processed within agreed SLA
• Handling client emails within the agreed SLA
• Achieve > 95% on all evaluation transactions
• Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
• Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc)
• Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc)
• 100% attendance of scheduled training on product, process and systems
• A pass rate of 90% achieved on all product assessments
• 100% competence on all systems
• Ensure error rate of 1% on all interactions

Qualification & experience
• Matric
• Diploma or Degree is an advantage

Knowledge and skills
• COP is an advantage
• At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sector
• Computer literacy
• MS Office
• Basic Insurance understanding
• Be able to speak English, Afrikaans and at least 2 other national African languages
• Product knowledge

Competencies
• Analysing
• Adapting and responding to change
• Coping with pressures and setbacks
• Interpersonal sensitivity
• Client service orientation
• Teamwork
• Decisiveness
• Pro-activity
• Listening skills
• Telephone etiquette
• Written and verbal communication skills (Speaking knowledge of English, Afrikaans and at least 2 other national African languages)