Client Services Administrator: Call Centre [South Africa]

 

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Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at
www.momentummetropolitan.co.za

Role Purpose

To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries.

Requirements

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  Grade 12
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  1-2 years relevant experience inclient servicing environment
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  Customer orientation
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  Computer skills. (Basic MS Knowledge)
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  Advantages: Minimum 6 monthsCall centre experience in acustomer service environment

Duties & Responsibilities

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  Answering calls from members and service providers to confirm benefits and assist with queries.
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  Provide a first call resolution for resolving member and service provider queries.
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  Ensure that documentation iscompleted accurately and correctly as per departmental guidelines in order to meet client needs.
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  Effectively utilise IT systems toensure accuracy of documentation.
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  Adhere to policies and proceduresand take corrective actions where necessary.
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  Ensure all risks are mitigated and escalated where necessary.
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  Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
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  Keep abreast of MMI product changes in order to effectively and accurately assist with client queries.
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  Ensure Service Level Agreementsare met and exceeded.
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  Deal promptly with client requests in a competent, efficient and professional manner.
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  Collaborate and partner with team members in order to drive and support effective teamwork.
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  Display and live the MMI values when dealing with clients, stakeholders and members.

Competencies

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  Planning and organising.
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  Accountability.
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  Customer orientation.
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  Attention to detail.
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  Telephone Etiquette. (Good telephone manner with a clearspeaking voice)
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  Communication skills and ability tobuild report with the customer(professional and courteous)
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  Good attention to detail.
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  Ability to learn and apply largeamounts of information andkeeping up with new information.
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  Teamwork.
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  Delivering results and meetingcustomer expectations.

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