Sales Support Agent

Customer Communication

• Conduct outbound calls and respond to customer requests within the determined SLA
• Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
• Respond to incoming requests for payment arrangements and persuade our customers to make payment
• Explain products and update customer details in computer system (CRM, DB & related systems)
• Provide customers with product and service information via appropriate methods (email and by telephone call)
• Policy amendments and product upgrade/ downgrades and dealing with related queries
• Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
• Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
• Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
• Follow-up on customer enquires not immediately resolved, within determined SLA’s
• Research billing issues or misapplied payments within determined SLA’s and respond to client
• Follow and adhere to customer care processes, procedures and protocol
• Focus on first call resolution as far as possible

Process Improvement

• Identify new business practices/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
• Report regularly to Team Manager on all activities relating to the role
• Recognize, document and alert the Manager of trends in cases or queries
• Recommend process improvements
• Other duties as assigned from time to time

Client Engagement

• Ensure a high level of client satisfaction through proactive support and active listening
• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate service.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements and made with clients and internal and external stakeholders in order to ensure that client expectations are managed
• Make recommendations to improve client service and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Respond efficiently, accurately and ensure client feels supported and valued
• Educate clients on the value of our products and services
• Deal with outstanding debit orders and payment arrangements
• Respond to incoming requests for payment arrangements and persuade our clients to make payment
• Secure a promise to pay for the rejected debit
• Proactively contact clients who are identified as at risk of cancellation and ensure that every opportunity to retain these clients are investigated
• Identify opportunities to turn dissatisfied clients into happy clients
• Research billing issues or misapplied payments within determined SLA’s and respond to client
• Follow and adhere to retentions processes, procedures and protocol
• Focus on first case resolution as far as possible

Internal Processes

• Engage with clients to investigate possible reasons for the cancellation of the policy.
• Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
• Escalate client queries to the relevant departments and track the resolution of the query.
• Accurately capture client and cancellation information and relevant actions on the system.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Achieve set targets on quality and retention.
• Adhere to compliance requirements in the sales process in line with legislative requirements.
• Analyse client behaviour to identify flags for potential cancellation.
• Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation
• Gather information about client complaints
• Provide internal feedback on how to improve client retention
• Engage with clients to investigate possible reasons for the cancellation of the policy.
• Engage with Finance, Collections and Services department, and with client regarding non-payment of premiums
• Escalate client queries to the relevant departments and track the resolution of the query.
• Accurately capture client and cancellation information and relevant actions on the system.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Achieve set targets on quality and retention.
• Adhere to compliance requirements in the sales process in line with legislative requirements.
• Analyse client behaviour to identify flags for potential cancellation.
• Document client outcomes to add to our knowledge of reasons why clients choose to cancel their services with us
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of client cancellation
• Gather information about client complaints
• Provide internal feedback on how to improve client retention

Administration and Reporting

• Call clients to rectify errors on policy.
• Maintain up-to date knowledge of company products, services, and policies.
• Take a customer-focused approach to handle clients who want to cancel on correction call and maintain retentions skills to mitigate cancellation.
• Follow-up required on all the assigned cases to provide resolution within the framed timelines in corrections.
• Ensure that all written communication is carried out as per the customer care procedures on OPA.
• Keep detailed records of customer interactions, documenting all correspondence and actions taken on OPA.
• Monitor customer satisfaction levels and identify areas of improvement.
• Make recommendations to management on process improvements.
• Serve as a subject matter expert on customer service escalated issues.
• Maximizes client service operational performance through providing efficient first call resolution to client services issues.
• Ensure adherence to standard operating procedures in all engagements.
• Identify client needs and actively find solutions that will assist the client in having the best possible client experience.
• Educate clients on product offering and use methods that will allow the business to resolve the queries as a first call resolution.
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience and ensure this has been addressed and highlighted to management.
• Demonstrate the Oneplan values and culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with client and managing the clients queries from end-to end to ensure a world class client service experience.

Quality Consistency and Compliance

• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure quality assurance standards are met as per company guidelines.
• Ensure adherence to all relevant legislation and regulations as set out by the company, regulatory board, and financial services industry

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