Metropolitan: Customer Service Administrator (Stellenbosch) Reference number #18713

Re-posted Jobs Assist admin team on the 9th January 2016.

Introduction:

Accurately capture data in order to support the department and processing all the administrative tasks according to agreed standards and turnaround times.

The Incumbent will be responsible for:

• Accurately capture and check new business documentation;
• Collate, compile and distribute documents to the required standards within defined time-frames
• Ensure files are kept in order and easily accessible;
• Maintain and control an effective office administration system;
• Attend to all calls and queries in a professional and friendly manner in order to provide an excellent client experience;
• Screen and route all calls received to appropriate parties;
• Maintain the relevant office housekeeping standards;
• Escalate faults and other housekeeping issues with the relevant stakeholder;
• Accurately escalate client complaints and queries to the relevant department;
• Distribute documentation to the relevant stakeholder within the agreed timeframes;
• Performing all administrative tasks to agreed standards;
• Comply with all regulations/applicable laws as it applies to the new business process;
• Providing feedback to the manager of trends and practices and breaches in the compliance requirement of business submitted;
• Ensure technical product and legislative knowledge is always current in order to advise on the most relevant and innovative client solutions and comply with governance requirements;
• Timeously complete all administrative and reporting duties, including sales and marketing data tracking, feedback and business cases related to the role within the agreed timeframes;
• Investigate client queries within the agreed service level and ensure that client receives timeous feedback;
• Escalate client queries to the relevant department or stakeholder;
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services;
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets;
• Provide authoritative, expertise and advice to clients and stakeholders;
• Build and maintain relationships with clients and internal and external stakeholders;
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed;
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service;
• Develop and maintain productive and collaborative working relationships with peers and stakeholders;
• Positively influence and participate in change initiatives;
• Continuously develop own expertise in terms of professional, industry and legislation knowledge;
• Contribute to continuous innovation through the development, sharing and implementation of new ideas;
• Take ownership for driving career development;
• Contribute to the financial planning process within area;

• Identify opportunities to enhance cost effectiveness and increase operational efficiency;
• Manage financial and other company resources under your control with due respect;
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

The applicant should meet these requirements:

• Matric;
• 1 year administrative experience in a sales, marketing or service environment;
• Proficiency in data capturing and typing;
• Knowledge of long term insurance products and services (preferred) ;
• Ability to speak African languages (preferred) .

Competencies Required

• Business Acumen;
• Customer/ Stakeholder Commitment;
• Drive for Results;
• Collaboration;
• Impact and Influence;
• Self-Awareness and Insight.

Contact Details:

For further information please contact Tania April who is the HRBPO Consultant dealing with this position on (021) 940-5941.

How to Apply.

Apply for this position online.

Closing Date: 13th January 2016