Service Expert: Digital (Nightshift)
at Oneplan Underwriting Managers Pty Ltd
Sandton, Gauteng, South Africa -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 07 Aug, 2024 | Not Specified | 09 May, 2024 | 5 year(s) or above | Customer Service,English | No | No |
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Description:
CLIENT ENGAGEMENT
- Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
- Improve client service experience, create engaged clients, and facilitate organic growth
- Manages tasks allocated through omni-channel platforms, which deals directly with clients and is the first point of contact.
- Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
- Handle complex and escalated client service issues
- Leverage deep functional expertise in order to expand the client’s use of existing products and to identify new products offerings
- Build/maintain rapid channel of communication to client in case of service-related issues and events
- Represent the “Voice of the Customer”
- Create a culture of Customer/Client Centricity
- Ensure adherence to standard operating procedures in all engagements.
- Ensure invoices have been captured and attached for any claims-related queries.
- Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
- Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
- Ensure follow up and follow through on all client queries
- Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
- Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
- Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
- Leverage team success to drive all initiatives and experiences with clients.
- Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
- Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end to ensure a world class client service experience.
- Support cross functional work areas targeted to resolve issues raised by clients.
- Proactively gather client feedback to optimise client experience
- Drive digital omni-channel strategy, through improving the client’s digital experience.
- Escalate unresolved issues to the appropriate internal teams
MINIMUM ACADEMIC, PROFESSIONAL QUALIFICATIONS & EXPERIENCE REQUIRED FOR THIS POSITION
- Grade 12 with English and a second language
- Undergraduate/Postgraduate qualification in related field advantageous
- Minimum of 3 – 5 years customer service and industry specific experience
Responsibilities:
- To ensure the best possible experience for our customers by providing support to clients through omni-channel platforms by offering a great digital client experience.
REQUIREMENT SUMMARY
Min:5.0Max:10.0 year(s)
Information Technology/IT
IT Software - Other
Information Technology
Diploma
English
Proficient
1
Sandton, Gauteng, South Africa