Professional Service Agent (Fixed-Term Contract)
PPS
Date: 2 weeks ago
City: Johannesburg, Gauteng
Contract type: Contractor
Job Description,
Purpose of the Job:
A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.
, Requirements,
Formal Qualifications
Main Duties And Responsibilities
Purpose of the Job:
A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.
, Requirements,
Formal Qualifications
- Matric (Grade 12) essential.
- A 3-year tertiary qualification (Degree/BTech/National Diploma) with relevant business orientation essential
- 2 years’ experience in an administrative and business coordinating role.
- Intermediate knowledge of the Life Assurance or Financial Services industry.
- Effective use of MS Office applications (Outlook, Visio, Word, Excel, PowerPoint, Projects)
- Be a fast thinker with excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries.
- Customer centric and display a positive and professional image of PPS by building and maintaining relationships.
- Have excellent verbal and written communication skills in English. A good command of the English Language.
- Be a team player by being reliable and trustworthy.
- Have good decision-making skills.
- Be proactive and have an ability to solve problems.
- Have the ability to present product and process information to members/staff on a proactive basis, demonstrating a high level of understanding of the business.
- Take ownership of service level standards and ensure they are reached consistently.
- Have good telephone etiquette.
- Display a strategic level of thinking ability.
Main Duties And Responsibilities
- This incumbent will be responsible for providing professional service to PPS members and associated parties on the phone in a contact centre.
- This will include working across all areas in Servicing and Administration with the ability to process in all facets of the department and resolve queries from start to end.
- The incumbent will be required to be up-skilled and take ownership of their responsibilities within their probation period of 3 months.
- They will be required to make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract.
- He/she must excel in a pressurised environment and be a quick thinker that applies logic in decision making.
- Execute policies and procedures related to service delivery in Operations and between other areas.
- Identify process and procedure improvements and make recommendations to streamline and simplify processes.
- Escalate systems failures to the appropriate support team in order for the team to stay productive.
- Agree duties with team members in order to achieve operational targets including prioritisation and work schedules.
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