Service Consultant - Contact Centre
Botswana Life Insurance Limited (Botswana Life) is Botswana’s longest servicing and only home-grown life insurer. Established in 1975, Botswana Life has a proud 46-year history and is a subsidiary of the renowned Botswana Insurance Holdings Limited (BIHL) Group listed Botswana Stock Exchange (BSE). As an icon in Botswana, Botswana Life has become synonymous with life insurance in the country and as a trusted partner to Batswana. At Botswana Life, we provide financial solutions that make a positive difference in the lives of our clients and employees. We are committed to creating a world where everyone is financially secure and can walk tall in confidence that we have them covered.
Role Responsibility
Botswana Life is looking for suitably qualified candidates to fill in the role of Service Consultant - Call Centre. The role is responsible for identifying and resolving inbound customer inquiries, handle complaints, process requests and provide information about the company's products and services in line with the contact centre objectives and in ways that consistently promote customer experience and satisfaction. Generally, they provide these services by phone and they are also responsible for manning additional channels introduced by the business, such as the customer portal, web chat and client-services email.
Responsibilities (input)
- Provides service to clients according to the required standard as determined by the company
- Identifies and handles inbound customer inquiries completely and accurately within expected operational guideline standards. (Average handling time, hold time, average waiting times, scheduled adherence)
- Processes claims (Cashback, encashment /amendments, Maturities & Surrender)
- Makes follow up on client payments (refunds, funeral claims, retirement claims and benefit payments)
- Generates sales leads from clients within agreed targets
- Addresses client queries and persuades clients who wish to cancel or surrender their policies to remain
- Makes outbound calls and collects and /or communicates information to clients as per the project mandate.
- Suggests process, products, services and technological improvements in the contact Centre.
- Tests system solutions for identified system deficiencies and/or improvements( User Acceptance Training)
- Manning eChannel requests (Webchat, contact us, client services email)
- Compiles information for supervisor reports
Experience and Role-Specific Knowledge
- Diploma in Business Related Disciplines
- 3 years post qualification experience
- Telephone Etiquette
- COP- Long term Insurance
- Progress in insurance professional examinations will be an added advantage
- Botswana Life products knowledge
- Company processes and procedure
- Basic Computer skills
Competencies
- English and Setswana language proficiency
- Possess strong interpersonal and communication skills
- General office management skills
- Multi-tasking
- Emotional understanding and empathy
- Positive, professional customer-orientated attitude
- Customer centric mindset