Energy At Work Projects | Customer Support Specialist X2

Energy At Work Projects | Customer Support Specialist X2

Job Description

The organization is a leading provider of insurance administration services, providing a comprehensive range of insurance products from South Africa’s top insurers. Their portfolio includes personal insurance, commercial insurance as well as niche products such as agriculture, transport, engineering, and aviation.
As a short-term insurance administrator, the organization provides a dedicated service to professional brokers in delivering on their clients’ business or professional insurance needs.

Duties and Responsibilities:

The successful applicant will join the Business Support team and will be asked to become involved in the following
– To provide support; answering support queries either onsite or via phone or email
– To maintain a high degree of customer service for all support queries and adhere to all service
management principles
– To take ownership of user problems and be proactive when dealing with user issues
– To ensure all calls are logged on the call logging system and maintain full documentation and ensure
the calls have been updated and resolved in the SLA time periods
– Respond to enquiries from clients and help them resolve queries for example user access, XML etc
– Support users in the use of computer equipment by providing necessary training and advice
– Investigate more complex service issues and support other Customer Service Specialists with
– Answer customer phone calls, assist callers with a variety of issues
– Communicate with the customers and give them a comfort level that their issue is being properly addressed
– Setting up and maintaining a process file for all the Customer Support Specialists

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Minimum Requirements:
• Matric
• PC literacy: Good knowledge of Microsoft Office software (especially Word and Excel)
• An understanding of short-term insurance products
• Previous experience on a short-term insurance system
Preferred qualifications:
• A good academic record at a tertiary institution with subjects related to business and perhaps also technology
• Certificate of Proficiency (or better) of the Insurance Institute of SA
• Some formal training in business analysis, business process management or related
Work Experience

Minimum Requirements:
• 2 years working experience in a short-term Insurance/Financial Services environment
Preferably, in addition to the above:
• Personal lines and commercial lines short-term insurance, either in an insurance company or broking
• Exposure to policy management, claims and accounting systems, be it in the role of underwriting, claims
management, software support, help desk or system administration

Minimum Requirements:
• PC literacy: Good knowledge of Microsoft Office software (especially Word and Excel)

Preferably in addition to the above:
• A basic understanding of databases and financial transaction processing systems
• An understanding of short-term insurance products and rating methods

Attributes required for the position include but are not limited to:
➢ Good interpersonal skills.
➢ Ability to work under pressure.
➢ Ability to conduct research into outstanding issues, standards and products as required.
➢ Ability to effectively prioritize and execute tasks in a high-pressure environment.
➢ Customer service orientation, sense of urgency and commitment to meeting deadlines.
➢ Self-motivated and willing to work after hours.
➢ A keen interest in the latest trends in IT.
➢ Keen attention to detail.
➢ Proven analytical and problem-solving skills.
➢ Good communication skills, and ability to present ideas in user-friendly language

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