Service Expert: Digital - Sandton, South Africa - Oneplan Underwriting Managers (Pty) Ltd.

Oneplan Underwriting Managers (Pty) Ltd.

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Main purpose of the Job

To ensure the best possible experience for our customers by providing support to clients through omnichannel platforms by offering a great digital client experience.

Client Engagement

Maximizes on client service operational performance through providing efficient first call resolution to client service issues.
Improve client service experience, create engaged clients, and facilitate organic growth
Manages tasks allocated through omnichannel platforms, which deals directly with clients and is the first point of contact.
Handle complex and escalated client service issues
Leverage deep functional expertise in order to expand the client's use of existing products and to identify new products offerings
Build/maintain rapid channel of communication to client in case of servicerelated issues and events
Represent the "Voice of the Customer"
Create a culture of Customer/Client Centricity
Ensure adherence to standard operating procedures in all engagements.
Ensure invoices have been captured and attached for any claimsrelated queries.
Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
Educate clients on product offering and use methods that allow the business to resolve the queries as a first call resolution.
Ensure follow up and follow through on all client queries
Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed and highlighted to Team Leader.
Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
Leverage team success to drive all initiatives and experiences with clients.
Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from endtoend to ensure a world class client service experience.
Support cross functional work areas targeted to resolve issues raised by clients.
Proactively gather client feedback to optimise client experience
Drive digital omnichannel strategy, through improving the client's digital experience.
Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board and the Financial Services industry.

Work collaboratively

Build a culture of respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Minimum Academic, Professional Qualifications & Experience required for this position