Job Description

Job Advert Summary

Purpose of the Job: A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.

Minimum Requirements

Formal Qualifications:

• Matric (Grade 12)
• A 3-year tertiary qualification (Degree/BTech/National Diploma) with relevant business orientation

Experience and Knowledge:

• 2 years of experience in an administrative and business coordinating role
• Intermediate knowledge of the Life Assurance or Financial Services industry

Computer Literacy:

• Effective use of MS Office applications (Outlook, Visio, Word, Excel, PowerPoint, Projects)

Interpersonal and Intrapersonal Skills:

• Able to excel in a pressurised environment and be a quick thinker that applies logic in decision-making
• Excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries
• Customer-centric, displaying a positive and professional image of PPS by building and maintaining relationships
• Excellent verbal and written communication skills in English; a good command of the English Language
• A reliable and trustworthy team player
• Good decision-making skills
• Be proactive and can solve problems
• The ability to present product and process information to members/staff on a proactive basis, demonstrating a high level of understanding of the business
• Take ownership of service level standards and ensure they are reached consistently
• Have good telephone etiquette
• Display a strategic level of thinking ability

Duties and Responsibilities

Main duties and responsibilities:

• Responsible for providing professional service to PPS members and associated parties on the phone in a contact centre.
• To work across all areas in Servicing and Administration with the ability to process in all facets of the department and resolve queries from start to end.
• To be up-skilled and take ownership of their responsibilities within their probation period of 3 months.
• To make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract.
• To excel in a pressurised environment and be a quick thinker that applies logic in decision making.
• Execute policies and procedures related to service delivery in Operations and between other areas.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes.
• Escalate systems failures to the appropriate support team in order for the team to stay productive.
• Agree duties with team members in order to achieve operational targets including prioritisation and work schedules.