Professional Service Agent - Johannesburg - PPS Recruitment

    PPS Recruitment
    PPS Recruitment Johannesburg

    22 hours ago

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    Description

    Professional Service Agent (Fixed-Term Contract)

    Details

    Closing Date: 2025/01/15

    Reference Number: PPS250108-1

    Job Type: Contract

    Business Unit: PPS Mutual

    Department: PPS Mutual

    Location - Country: South Africa

    Location - Province: Gauteng

    Location - Town / City: Johannesburg, Parktown

    Job Advert Summary

    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.

    Formal Qualifications:

    • A 3-year tertiary qualification (Degree/BTech/National Diploma) with relevant business orientation essential.

    Experience and Knowledge:

    • 2 - 3 years' experience in an administrative and business coordinating/business sales support role in financial services essential.
    • 2 - 3 years Intermediate knowledge of the Life Assurance or Financial Services industry essential.
    • 2 years call centre inbound experience is required, preferably in financial services.
    • Must be able to work shifts (11pm – 7am, 3am – 11pm, 12 am – 8am and 4am – 12am – times are subject to change).

    Computer Literacy:

    • Effective use of MS Office applications (Outlook, Visio, Word, Excel, PowerPoint, Projects).

    Interpersonal and Intrapersonal Skills:

    • 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.
    • Be proactive and have an ability to solve problems.

    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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