Hastings Claims Fnol - Centurion, South Africa - Hastings Direct

Description

Company Description

OUTsurance Shared Services is a customer-centric financial services company with a global foot print.

We are vibrant, successful and values orientated with an awesome dynamic culture encapsulated by the ethos that clients and staff "always get something OUT." Our success can be attributed, amongst other things, to the outstanding people that work for us.

Job Description:

Make a difference for our customers;

• By capturing data pertaining to new claims for customers that call in after having an incident with their vehicle.
• Performing this role by giving excellent customer service by empathising with the customer's situation and have an eye for detail to get all the relevant information ensuring the claim goes as smoothly as possible.
• You will also be providing AWESOME SERVICE to customers with existing claims by assisting them with any queries or updates required. These customers are based in the
  United Kingdom.
• Meeting Customers' fair and reasonable expectations, providing professional assistance and awesome service in all interactions.
• Maintain effective customer service by developing a positive relationship, placing customer at ease and ensuring customer satisfaction and loyalty.

Qualifications:

• Minimum Matric Qualification or equivalent qualification (already SAQA Verified)
• 6 months International Call Centre experience

Required Competencies & Personal Attributes:

• Delivers a cando attitude to challenges and problems, taking responsibility for delivering solutions
• Ensure that you are meeting customers' fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers' interests at the heart of how we do business.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure all work is carried out to a high level of accuracy in line with our company performance metrics, quality and compliance standards.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure completion of all training as mandated by the company by achieving the required pass marks and assessment criteria.

We're looking for someone who is/will:

• Fluent in English communication skills.
• Customer service oriented and have experience in delivering outstanding customer service.
• Has good communication skills (verbal and written) and are comfortable in talking to people over the phone, with the ability to easily hold a conversation with customers in the UK.
• Has good interpersonal skills such as active listening.
• Enjoy working in a fastpaced, dynamic environment with extensive shift and weekend work.
• Motivated to achieve positive results and reach targets.
• Computer literate; have experience and are comfortable with using a PC and keyboard, as this forms a core part of the role.
• Organised, Selfdisciplined and selfmotivated
• Oriented towards meeting deadline and providing positive results.
• Pays attention to detail as this is imperative.
• Takes ownership and responsibility
• Excellent administration skills (multiskilled by capturing information on the system whilst interacting with the customer in a professional manner)
• Stress tolerant.

Working Hours

• Weekdays between 8 and 9 hour shifts, between 09:00 to 23:15 (combination of days from Monday to Friday)
• Saturdays from 10:00 to 18:30
• Sundays from 11:00 to 18:00
• The shifts are based on a 9 week cycle of which current has 7 instances of 2 consecutive days off and 1 instance of 4 consecutive days off.

Training
You will be provided with 6-8 weeks of training which will be facilitated on-site. The training will be a combination of in class and academy learning (listening to calls and live coaching). Your training may occur during the day or during evenings/nights.

You are required to achieve the minimum pass marks on assessments before you move onto the next phase of training and an overall pass rate at the end to pass out of Academy.

Failure to do so may lead to termination of employment.