-To generate and conclude sales from new and existing client sources -Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets. -Telephonically guide customers through the product offering, pricing, terms and conditions. -Provide accurate and efficient quotation/s to customers. -Maintain an agreed lead to sale ratio. -Maintain an agreed lead to quote ratio. -Maintain an agreed quote to sale ratio. -Required to work shifts as scheduled. -Manage all allocated leads. -Sell according to agreed targets for the day. -Maintain a 90% QA average on all calls. -Accurately and efficiently capture all customer data. -Finalise calls at point of contact, where possible. -Forward accurate policy documents to customers within mandated timeframes. -Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards. -Manage time and workloads to ensure that deadlines and targets are met. -Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer. Quality service delivery Provide customer services in line with quality and performance standards. Build positive customer relations and solve or escalate customer queries and complaints. Gather feedback on customer satisfaction and report to the relevant parties. Proactively suggest improvements in customer service and relations where applicable. Contribute to a service culture which builds rewarding relationships, proposes inn Cost control and governance adherence Proactively ensure use of time, of resources, money, materials or equipment is in line with organisational policies and procedures. Comply with corporate governance policies, procedures and standards. Operate within agreed mandates. Quality people practices Align own behaviour with the organisation culture and values. Share and transfer product, process and systems knowledge to colleagues. Collaborate and work with the iWYZE team to deliver required service levels.
Duties and Responsibilities
Data Collection and Analysis Collate and analyze data using preset tools, methods, and formats. Involves working independently.
Information and Business Advice Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy.
Document Preparation Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for reports.
Insights and Reporting Extract and combine data to generate standard reports.
Customer Relationship Management / Account Management Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.
Financial Advice Conduct comprehensive financial planning and advice services for more complex client situations.
Sales Deliver mostly routine sales support services.
Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Qualifications and Experience
-Actively participate in the iWYZE team to ensure functional balanced scorecard objectives are achieved. -Ensure achievement of own performance objectives. -Actively share information with other team members regarding successes, issues, trends and ideas. -Actively participate in own professional development and career path. -Grade 12 -Appropriate insurance qualification (FAIS & RE non-negotiable) -2 years’ experience working in a call centre. Long Term Insurance experience would be advantageous
