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- A Matric Certificate or Equivalent NQF Level 4 Qualification
- National Certificate Autotronics or a similar motor trade certification (NQF level 5 )
- RE 5 / FAIS advantageous
- A minimum of 2 years experience with broker-based and online information systems
- 3 years experience in customer service, claims handling and customer experience environments
- Experience and proficiency within the insurance / financial services industries
- Provide end-to-end customer support and customer experience management to Dealers, Direct customers and Brokers.
- Participate in pro-active and corrective actions as required to ensure service delivery.
- Ensure first call resolution is maintained with all customers.
- Communicate with all stakeholders in a professional manner.
- Resolve online incidents / bugs in collaboration with relevant resolver groups (e.g., Manager, IT Operations and IT Development).
- Providing incident management reports and feedback to technology provider in accordance with predetermined SLA's
- Ensure that customers are given clear information and are kept appropriately informed before, during and after initial interaction.
- Take ownership of and manage social media activities.
- Provide systems troubleshooting with customers and refer to relevant parties where first call resolution is not achieved.
- Ensure that customers are confident that they are dealing with companies where the fair treatment of customers is central to the culture.
- Ensure that customers are given clear information and are kept appropriately informed before, during and after the call.
- Claims cost management by ensuring that claims are reviewed and assessed within laid down processes and procedures.
- Work within provided mandates for maximum cost control.
- Ask correct questions and gain necessary information to process the claim or advise the client accordingly
- Use your understanding of the platform to help clarify the priority of new features, enhancements, and bugs, and provide input into the design and build processes.
- Act as a custodian for system and website understanding.
- Permanent employment
- A competitive salary
- Access to medical aid and provident fund
- Continuous learning and training
- Hybrid working opportunities
Specialist Broker Support - Sandton, South Africa - Innovation Group
Innovation Group
Sandton, South Africa
1 week ago
Description
We're looking for experienced talent to join our innovative, forward thinking business in the role of Specialist Broker Support. The role will focus on providing first line support to our customers, repairing dealers and brokers. Main responsibilities will be focused on providing support and query resolution for initial suite of Hoot and Broker products on our systems.
Education
Knowledge and Experience
Responsibilities
What we offer