Customer Care Executive, City Centre, Cape Town. Essential Functions. Ensure that the calls are handled as per Desktop procedures. Ensure that the assigned targets in accordance with SLA and any internal standards are met. Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards. Maintain and provide the relevant process reports in a timely manner. Ensure adherence to established attendance schedules Primary Internal Interactions.
LAM or AM for the purpose of reporting performance, escalation handling, clarifying concerns and seeking feedback and support. Manager or Senior Manager for the purpose of settling unresolved issues by the LAM or AM and monthly evaluation of team performance. Team members for the purpose of seeking cooperation and clarification on process related matters and providing assistance and support when required. Subject Matter Experts/ Vendor Trainers for the purpose of work thread related issues and escalated transactions. Quality Analyst for the purpose of feedback and audit Skills. Basic knowledge of computers. Knowledge of key parts of the computer and rebooting the system.
Ability to multi-task and effectively navigate systems. Preferably good typing speed and accurate system updating. Phone call/master handling skills. Keyboarding skills ( at least 30 wpm) Process Specific Skills. Knowledge about US Life Insurance processes. System knowledge. Knowledge about US culture. Knowledge on quality procedures Soft skills (Desired). Ability to show empathy.
Attention to details. Adaptable and flexible. Active listening skills. Self discipline. Learning and decision making. Listening, patience and action oriented Soft Skills (Minimum). Good spoken English. Excellent verbal and written communication. Able to communicate in a clear concise manner. Strong customer service focus. Prioritizing customer needs. Good problem solving , reasoning and analytical skills. Negotiation and influencing skills.
Education Requirements: Matric.
Work Experience Requirements: Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account. However, candidate with no experience may be considered for the job if they possess the required skills and competencies to perform the role.
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