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Competencias
Demonstrated experience with Teamwork.
Demonstrated experience with Attention to detail.
Demonstrated experience with Strong communication skills (verbal and written).
Demonstrated experience with Problem-solving abilities.
Demonstrated experience with Empathy and patience.
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Professional profile
Experiencia
Customer Service Agent
Handling inbound Customer queries regarding their Healthcare insurance policy.. Making updates on their policies as well as taking payments.. Developing an in-depth understanding of the company’s products or services to offer informed support.. Logging all customer interactions and updating account information in the system as needed.. Ensuring high levels of customer satisfaction by adhering to company policies and delivering professional and polite service.
Customer Service Agent
Handling inbound or outbound calls, emails, chats, or social media inquiries to assist customers with their questions, concerns, or complaints.. Identifying issues and working towards providing effective solutions for the customer, whether it's troubleshooting or processing requests.. Developing an in-depth understanding of the company’s products or services to offer informed support.. Logging all customer interactions and updating account information in the system as needed.. Ensuring high levels of customer satisfaction by adhering to company policies and delivering professional and polite service.. When necessary, escalating complex issues to the appropriate department or supervisor.. Managing various customer service channels, such as calls, chats, and emails simultaneously.
Senior Associate
Handling complex tasks within assigned projects, ensuring that they meet or exceed client expectations for quality and accuracy.. Communicating with clients to understand their needs, provide updates, and deliver reports.. Assisting in the training and mentoring of junior associates or new team members, sharing knowledge to improve the team’s performance.. Working on data-driven tasks, preparing reports, and delivering insights to internal or external stakeholders.. Addressing more advanced customer inquiries or internal issues that require critical thinking and deeper expertise in the domain.. Identifying inefficiencies in processes and suggesting improvements to optimize performance, reduce costs, or improve customer experience.. Ensuring that processes follow company standards, industry regulations, and service level agreements (SLAs).. Handling and resolving escalated issues or more complicated cases from junior team members.. Conducting quality checks to ensure that work delivered by the team meets the required standards.
Customer Service Agent
Handling inbound and outbound customer inquiries through phone, email, or chat related to policies, claims, investments, and other financial services.. Answering queries about Sanlam’s products and services (life insurance, retirement plans, investment products, etc.).. Helping clients resolve issues related to their policies, claims processing, or other financial product concerns.. Assisting clients in understanding their policies, explaining premium payments, claim procedures, and policy updates.. Supporting clients in updating their personal information, processing claims, making changes to policies, and reviewing their coverage.. Advising customers on their options for adding or upgrading services.. Maintaining accurate records of customer interactions and ensuring all data regarding client accounts and communications are logged into Sanlam’s systems.. Updating customer information when necessary, ensuring compliance with regulatory standards.. Ensuring that all advice, processes, and communications adhere to regulatory requirements (like Financial Advisory and Intermediary Services (FAIS) Act) and Sanlam’s internal policies.. When necessary, escalating complex cases or issues to supervisors or the relevant department, such as claims managers or underwriters.. Offering clients additional products and services that complement their current portfolio or meet their evolving financial needs.. Following Sanlam’s quality standards to ensure a high level of client satisfaction and compliance with service-level agreements (SLAs).
Remote IT Technician
Configured and optimized email and Internet connections for seamless user experience.. Diagnosed and resolved connectivity issues to enhance productivity.. Provided expert troubleshooting support via telephone for email-related inquiries.. Assisted clients with account-related queries, ensuring high levels of customer satisfaction.