Customer Service Assistant Reliever at Britam

Job Purpose

Responsible in delivering an exceptional customer experience at the Britam and putting the needs of every customer at the heart of every decision making process.

Key Responsibilities

• Implement the customer experience strategy at Britam
• Investigate and respond to all customer enquiries promptly.
• Escalate complex queries to the appropriate functional area.
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters.
• Investigate and respond to all customer enquiries promptly.
• Carry out customer and product related document processing
• Respond to customer queries in a professional manner
• Make customers’ experiences better by ensuring customer satisfaction
• Delegated Authority: As per the approved Delegated Authority Matrix
• Ensure high standards of Customer Service are maintained in the company.
  
  

Knowledge, Experience And Qualifications Required

• Bachelor’s degree in a business related field
• At least 1 - 2 years’ experience in a similar position
• Progress in Insurance related course
• Proficient in relevant computer applications – Office Word and Excel.
• Excellent data entry and typing skills.
• Excellent verbal, and written communication skills.
• Ability to handle stressful situation appropriately.

Individual Leader Competency Descriptions

• Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision-making at management level; learns from successes and failures and seeks feedback from colleagues and customer.
• Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-actively shares information and expertise with them; contributes to team spirit and reconciles interpersonal conflict; adapts to the team and fits in well.
• Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; accepts diversity; displays individual responsibility towards the community and the environment; acts out the organisational values during every day interactions.
• Applying Expertise and Technology - Applies specialist and technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; exhibits high standards for quality and quantity; monitors and maintains own quality and productivity; works in a systematic, methodical and orderly way; consistently achieves projects goals.
• Following Instructions and Procedures - Follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.
• Achieving Personal Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies and requests feedback regarding own development needs and makes use of developmental or training opportunities.
• Writing and Reporting- Writes convincingly; writes clearly, concisely and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.
• Analysing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; demonstrates an understanding of how one issue may be a part of a much larger system.
• Planning and Organising - Adheres to clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish own tasks; manages own time effectively; monitors own performance against deadlines and milestones.
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
• Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of work life and personal life.