Professional Service Agent

2 months ago

Johannesburg, Gauteng, Saudi Arabia PPS Full time

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.

Minimum Requirements
Formal Qualifications:

  • Matric Grade 12
  • A 3-year tertiary qualification Degree/BTech/National Diploma with relevant business orientation is essential.

Experience and Knowledge:

  • 2 years of experience in an administrative and business coordinating role
  • Intermediate knowledge of the Life Assurance or Financial Services industry

Computer Literacy:

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

Interpersonal and Intrapersonal Skills:

  • Able to excel in a pressurised environment and be a quick thinker that applies logic in decision-making
  • Excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries
  • Customer-centric, displaying a positive and professional image of PPS by building and maintaining relationships
  • Excellent verbal and written communication skills in English; a good command of the English Language
  • A reliable and trustworthy team player
  • Good decision-making skills
  • Be proactive and can solve problems
  • The ability to present product and process information to members/staff on a proactive basis, demonstrating a high level of understanding of the business
  • Take ownership of service level standards and ensure they are reached consistently
  • Have good telephone etiquette
  • Display a strategic level of thinking ability

Duties and Responsibilities
Main duties and responsibilities:

  • Responsible for providing professional service to PPS members and associated parties on the phone in a contact centre.
  • To work 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.
  • To be up-skilled and take ownership of their responsibilities within their probation period of 3 months.
  • To make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract.
  • To 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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