IDRD Contact Centre Administrator

Join TIH, home to some of South Africas leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Attend to all incoming calls received on the complaints line. Identify the customer's query and direct

the call to the relevant person/department, take messages, capture new disputes or assist a customer

with feedback if possible. Managing the dispute email boxes and allocating complaints to the

consultants.

Responsibilities

Customer Relationships Development

Attend to all incoming calls received on the complaints line. Identify the customer's query and direct the call to the relevant person/department, take messages, capture new disputes or assist a customer with feedback if possible.

Customer Needs Clarification

Ask questions to evaluate the customer's level of interest and probe for clarity to gather relevant information to assist in directing the customer to the correct person/department for assistance. If possible, assist the customer with feedback on their existing dispute. Capture a new dispute with all relevant information obtained from the customer. Assist the IDRD team to send standard updates to customers as well as ad-hoc tasks depending on availability.

Customer Management (External and Internal)

Service client by routing them to the correct person/ department. Provide feedback on an existing dispute. Capture a new dispute.

Work Scheduling and Operational Compliance

Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Operational Compliance

Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.

Administration

Update comments on AS400 and create messages on AS400 for the relevant IDRD consultant on existing and new disputes. Assist with ad-hoc administrative responsibilities. Capture Respond cases where necessary and allocate complaints. Send out Daily Reports and preparation of Claims Forum Agenda.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service or Sales certificate/or related qualification (Advantageous) (Required)

Experience

1 year call centre experience in Financial services industry (Essential)

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.