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The Information Centre Care Agent is responsible for managing all incoming calls to the Old Mutual 24/7 Contact Centre.
ROLES AND REPOSNSIBILITIES
Efficient & timely claim registration & pending claim documentation follow-up
Assessor appointment, Windscreen claims processing, Issuance of Courtesy car
Service provider invoice settlement
Provide 24/7 support on road rescue.
Evaluate all new claims and ensure reserves are up to date and appropriate service providers are put in place.
Manage customer complaints, feedbacks, and communication.
Provide claims status updates.
Resolve minor claims complaints.
Always answer incoming telephone calls into the Call Center in a professional manner.
Escalate / liaise with other teams on any issues which require further consultation.
Normal Call center duties. E.g., carrying out customer surveys, social media, email management.
Performs all other tasks as assigned by the Call Center Manager
Provide customers with product and service information.
Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
Proficient ability to analyse data and develop recommendations.
Strong verbal and written communication skills
Always maintains a professional/customer service focus.
Analytical Thinking, Claims Communication, Constructive Feedback, Customer Follow-Ups, Customer Service, People Management, Professional Etiquette, Quality Assurance (QA)
Skills and competencies
Availability to work any both day and night shifts.
1+ years Call Center experience.
2+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties.
Degree/ Diploma in Nursing/Medicine
Progress in Professional qualification in insurance e.g., ACII, COP preferred.
Experience working in the Insurance industry preferred