Call Center Agent

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Location: Sandton, Gauteng, ZA

Company:  Sanlam Group

What will you do?

Santam Travel Insurance has a position available for a Call Centre Agent who will be based in (Illovo)

What will make you successful in this role?

  • Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service
  • Demonstrate teamwork as a valued team player. 
  • Contribute to innovation by finding faster and more accurate ways of working
  • Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation
  • Build and maintain stakeholder relationships
  • Address customer needs in order to meet or exceed customer expectations
  • Act responsibly with work related resources to contribute to cost containment
  • Resolve customer queries received through inbound calls
  • Answer enquiries to provide product and service information to customers

Qualification and Experience

  • Grade 12 
  • Min 2 years experience
  • FAIS Qualification is mandatory
Deceased Estate Administrator

Knowledge and Skills

  • Demonstrate cost consciousness and awareness of personal contribution to costs and productivity
  • Identify and escalates potential risks that may lead to increased costs
  • Prevent wastage and identify process improvements to contain and reduce costs
  • Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
  • Drive product sales based on customer coverage and engage with relevant stakeholders to upsell the product
  • Ensure first time resolution of customer queries or complaints
  • Take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements
  • Optimise and propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
  • Understand customer’s losses and engage with Insurer, customer and relevant stakeholders on suggestions to manage portfolio
  • Ensure own product knowledge and provide relevant guidance and advice to customers and collect feedback to help improve customer service
  • Establish relationships with relevant individuals and departments to deliver on work expectations
  • Adhere to relevant service level agreements to build trust in the relationship
  • Comply with and adhere to identified governance and compliance standards and escalate risks for investigation and resolution
  • Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
  • Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
  • Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and
  • governance standards
  • Complete relevant administration, reporting and updating of information accurately and on time
  • Provide timeous reports on operations, performance and audit findings

Personal Attributes

  • Business insight – Contributing independently
  • Manages complexity – Contributing independently
  • Plans and aligns – Contributing independently
  • Interpersonal savvy – Contributing independently

Build a successful career with us

  • We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Turnaround time

  • The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation

Build a successful career with us

  • We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Apply Here

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