Customer Service Consultant

As a Customer Service Consultant, your primary responsibility will be to handle a range of customer service tasks efficiently and deliver the highest standard of service. You’ll put the customer first, ensuring prompt assistance and acting as a liaison between customers and the sales and claims teams, while accurately capturing all interactions on the appropriate platforms.

Key Responsibilities:

• Engage with customers via phone, email, live chat, and other communication methods, ensuring responsive and consistent service across all platforms.

• Address customer inquiries related to policy details, coverage options, premiums, and any other relevant information.

• Guide customers through the enrolment and renewal processes for their policies, ensuring all necessary information is collected accurately.

• Assist customers in updating their policies, such as personal details, coverage options, or adjusting coverage limits.

• Handle billing inquiries, payment processing, and resolve any issues related to invoices or payment methods.

• Address customer concerns professionally, working to resolve issues satisfactorily and escalating complex matters as needed.

• Aim to enhance customer satisfaction by delivering exceptional service, actively listening to feedback, and going above and beyond to meet customer needs.

• Provide information on policy terms, claims processes, and proactive measures to help them manage their risks effectively, without offering direct advice.

• Identify chances to cross-sell or upsell additional products or services that may suit customers’ needs.

• Ensure accurate and compliant records of customer interactions, policy details, and relevant documentation.

• Work closely with claims, underwriting, and sales departments to create a seamless customer experience and efficiently resolve inquiries or issues.

• Engage in training and development opportunities to expand product knowledge, customer service skills, and overall performance.

Requirements:

• Minimum of a Senior Matric Certificate. Additional relevant qualifications are a plus.

• Experience: 2-4 years in client services, customer care, or a related field.

Salt is acting as an Employment Agency in relation to this vacancy.