- Assists in the overall positive rating of our Customer Service Index by ensuring the highest level of satisfaction to customers, internal stakeholders and clients.
- To process customer satisfaction related tasks by following the appropriate processes to ensure quick and correct action is taken. Professionally manage customer correspondence from customers/stakeholders regarding audits/claims/policy queries, as well as answer enquiries and questions, handle complaints, troubleshoot problems and provide information in relation to the Claims division.
- Matric or Matric Equivalent at NQF level 4
- None
- At least one year experience in customer services environment
- Intermediate to advanced knowledge of Microsoft Office
- Knowledge of customer service principles and practices
- Familiar with client satisfaction methodologies
- Apply good financial governance and control. Ensure client contacts are done to assist in meeting departmental cost control savings targets and fraud detection.
- Early detection of non-qualifying claims or irregular expenditure.
- Achieve an overall average of 85% overall for all CSI interactions.
- Adhoc activities outside of the scope of the CSI framework may be required from time to time.
- Follows all attendance and punctuality standards with adherences to timekeeping standards.
- Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the firm culture.
- Ensure customers are given clear information and are kept appropriately informed.
- Ensure the customers' expectations and instructions are carried out where there are concerns raised to ensure no payments are made on claims that are not valid.
- Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty
- Understands the terminology of the automotive insurance claims business and keep abreast of technology changes in the product
- Build collaborative and cooperative relationships with stakeholders within the Innovation Group.
- Where possible, provide support on improvement methods for customer satisfaction based on findings reported.
- Follows the Company Code of Business Ethics and Conduct and adheres to all company policies and procedures.
- Ensure adherence to CSI Standard Operation Procedures, identifying risks and escalate to correct claims area leadership team where relevant.
- Ensure that QA framework is adhered to and consistently achieve a minimum of 90% on QA for CSI.
- Highlight any irregulates identified that may adversely affect the claims process.
- Upholds the company's non-disclosure and confidentiality policies and agreements, which may include all relevant compliant related legislation.
- Contribute a positive work climate and culture within the team and minimise work disruption.
- Effectively manage own performance in order to ensure business objectives are achieved.
- Adhere to performance management process and ensure knowledge application and sharing between team members.
- Together with line manager, determine and analyse own personal development needs and ensure that identified training requirements are agreed to are completed.
- Assists in adhoc duties assigned by the manager/s from time to tie.
- Creates a culture of ownership and accountability throughout the organisation in support of our values.
Applications Close Date 21 Jun 2023
Visa - Right To Work
Target Start Date 1/3/2022
Description
- Assists in the overall positive rating of our Customer Service Index by ensuring the highest level of satisfaction to customers, internal stakeholders and clients.
- To process customer satisfaction related tasks by following the appropriate processes to ensure quick and correct action is taken. Professionally manage customer correspondence from customers/stakeholders regarding audits/claims/policy queries, as well as answer enquiries and questions, handle complaints, troubleshoot problems and provide information in relation to the Claims division.
Applications Close Date 21 Jun 2023
Visa - Right To Work
Target Start Date 1/3/2022
