Location: Southern Suburbs (Cape)
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
FinChoice is a cutting-edge digital financial services firm with a focus on funeral cover products and quick, flexible loans. Our goal is to become our clients’ preferred financial service provider by providing them with products that are clear, inexpensive, and simple to use.
Job Description
Purpose of the role
The ideal applicant for this position will be in charge of offering new and existing clients inbound phone and electronic digital services with the goal of keeping them as clients and bringing in new business through exceptional customer care.The chosen applicant must fulfill and surpass all departmental requirements in line with business strategy and superior customer service.The chosen applicant will be able to take responsibility for efficiently resolving complaints, questions, and concerns from clients while maintaining client satisfaction at the center of all actions and decisions.
Key Performance Areas
Delivering Customer Excellence
- Handle all incoming calls and online inquiries from customers in an efficient manner.
- To improve the client experience, give them a courteous, professional, empathic, and engaging service.
- Assume responsibility for every single client interaction by making sure the call is handled as efficiently as possible.
- Respond to objections in a way that will maximize outcomes and improve customer satisfaction.
- When responding to challenging questions and clients, show empathy by first figuring out what they need, then making sure you understand them, and last offering the greatest solution.
- By offering top-notch customer service, you can enhance both the client experience and the delivery of services.
- Set and meet goals for customer excellence, including CSAT (customer satisfaction), CEI (customer experience), and QA (quality assurance).
Achieving productivity measures
- Attain individual and group performance goals in the areas of sales, customer service via phone and digital channels, productivity, adherence, timekeeping, turnaround time, and so on.
- In order to deliver the agreed-upon service levels, avoid wasting time on after-call activities or breaks and instead be accessible to answer calls and handle tickets.
- Organize and effectively implement policies, making sure that unfinished business is updated and departmental service requirements are met.
actively looking for methods to increase the effectiveness of operations.
Meeting quality and conduct standards
- Make sure the customer is given the accurate information and concentrate on First Contact resolution.
- Make sure that all platforms meet the necessary compliance criteria.
- accurately recording and gathering all platform and client data.
- Respect internal policies, processes, and systems.
- acting in a professional manner toward coworkers and customers.
Generate revenue
- Upsell product offerings to new & existing customers in line with required performance standards and target
Job Requirements
Qualifications & Accreditations
Grade 12 / Matric or Equivalent
Experience & Skills
1 year (minimum) Customer service experience. 1-year (minimum) FreshDesk/FreshChat 1 year (minimum) sales experience. Effective communication skills (verbal and written) Experience in Financial Services/Insurance sector Clear credit and criminal record Must be computer literate (email, internet, word and excel) Excellent telephone etiquette and business writing skills
Attributes & Behaviours
- Customer-centricity and emphasis
- Results-oriented and performance-driven with an unwavering will to succeed
- A cheerful, upbeat outlook and a strong can-do mentality
- Comprehending financial transactions
- a meticulous attitude to work combined with extraordinary attention to detail
- outstanding interpersonal communication and listening skills
- cooperative but capable of working alone
How to Apply?
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