Senior Customer Service Agent

Purpose:

You will be responsible for handling general customer service tasks efficiently whilst treating all customers with the best possible service. As an inbound customer services consultant, you will put the customer first, assisting them as quickly as possible. You will be a liaison between the customer and the sales and claims teams, ensuring that all communication is accurately captured on the correct platforms. 

Day-to-day duties:

• Client Interaction: Interacting with clients via various channels such as phone calls, emails, live chat, or in-person meetings to address inquiries, post documents to clients, provide information about products or services, and resolve issues or complaints.
• Problem Resolution: Handling escalated customer issues that frontline customer service representatives may not be able to resolve. This could involve investigating complex problems, coordinating with other departments, and finding solutions that satisfy the customer.
• Team Support: Providing guidance, support, and mentorship to junior customer service representatives. Assisting them in handling challenging situations, improving their customer service skills, and ensuring consistent service quality across the team.
• Process Improvement: Identifying areas for process improvement within the customer service department. This may involve analysing customer feedback, suggesting workflow enhancements, or implementing new tools or technologies to streamline operations and enhance the customer experience.
• Data Analysis: Analyzing customer service data and metrics to identify trends, patterns, and areas of improvement. Using this information to make data-driven decisions that optimize customer service processes and increase customer satisfaction.
• Training and Development: Assisting in the training and development of new hires or existing team members. Conducting training sessions, creating training materials, and sharing best practices to enhance the skills and knowledge of the customer service team.
• Reporting and Documentation: Generating reports, maintaining documentation, and keeping records of customer interactions, resolutions, and feedback. Utilizing this information for performance evaluations, management reports, and continuous improvement initiatives.
• Cross-functional collaboration: Collaborating with other departments such as sales, marketing, product development, or technical support to ensure a seamless customer experience. Sharing customer insights, coordinating projects, and aligning strategies to meet customer needs effectively.
• Taking Inbound Calls: Handling inbound calls related to inquiries, updates, and transferring calls to the correct individuals quickly and efficiently.
• Managing Missed Calls and Messages: Attending to missed calls, emails, and LiveChat messages promptly and effectively.
• Complaint Management: Dealing with customer complaints professionally, resolving issues to the satisfaction of the customer while upholding company policies and standards.
• General Customer Service Support: Providing support on various customer service aspects, including debt management, cancellations, renewals, retentions, and endorsements, ensuring a comprehensive approach to customer satisfaction and service delivery.

Key requirements & skills:

• Minimum of a Senior Matric Certificate. Additional relevant qualifications will be advantageous. 
• 3-5 years of experience in client services, customer relation management, or a related field. 
• Familiarity with the industry in which we operate is necessary. 
• Strong written and verbal communication skills are essential for effectively interacting with individuals at all levels. 
• Strong problem-solving skills, critical thinking, and the ability to make informed decisions are crucial.
• The ability to analyze data, identify trends, and derive actionable insights. 
• Understanding laws, regulations, and industry guidelines that impact client interactions and data privacy.
• Understanding customer needs, addressing concerns, and providing exceptional service to ensure client satisfaction and retention.
• A deep understanding of the products or services offered. Explaining complex concepts clearly and understandably to clients.
• You will be expected to share your knowledge and expertise, contribute to training programs, and help develop the skills of others.
• Written communication (emails, reports, etc.) as well as verbal communication to be of the highest standard.
• You will be responsible for identifying opportunities to upsell or cross-sell products or services to existing clients. 
• The business environment is constantly evolving, so you should be proactive in staying updated with industry trends, technological advancements, and best practices in client services.

Reports to: 

UK Customer Service Team Lead

Working hours:

UK Summer Period (alternating shifts during No-Daylight-Savings from April - September)

• Shift 1 - 09h00 to 18h00
• Shift 2 - 10h00 to 19h00
• Monday to Friday

UK Winter Period (alternating shifts during Daylight-Savings from October - March)

• Shift 1 - 09h00 to 18h00
• Shift 2 - 10h00 to 19h00
• Shift 3 - 11h00 to 20h00
• Monday to Friday

Remuneration & Benefits:

• Monthly base salary (depending on experience)
• International exposure.