We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Care Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

A SNAPSHOT OF YOUR ROLE

  • With the sponsored groups there are Service Level Agreements (SLA) that are required to be met. A 100% answer rate is expected so that no customer is waiting on the inbound line for a consultant. It is imperative that all consultants maintain their schedules at all time without their Team Leaders knowledge.

  • Provide complete and accurate information to customers about their entitlements.

  • Undertake needs analysis and recommend most appropriate product.

  • Retain customers intending to cancel their policy prior to end of visa and promote and attempt to sell another suitable product.

  • Act as the first point of resolution for customer complaints and disputes. Escalate complaints in line with nib’s complaints handling process.

  • Refer enquiries to the appropriate area or person.

  • Engage in activities to retain customers.

  • Arrange the dispatch of product information and documentation.

  • Processing E5 buckets when required

  • Process & update information

  • Use various knowledge management tools such as In-site, brochures, etc in order to answer customer questions correctly

A BIT ABOUT YOU

  • Demonstrated experience in a customer service environment.

  • Motivated to deliver sales results and achieve Key Performance Indicator’s (KPI’s).

  • Dedication to excellence in customer service in a high pressure environment.

  • Willingness to learn and maintain new skills.

  • Ability to adapt to change in a busy environment

  • Commitment to work on a rotating roster from 8.30am to 8.30pm Monday to Friday, and out of normal business hours when required.

  • Flexible and positive work approach and attitude.

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