Hastings Customer Service Advisor

OUTsurance Shared Services is a customer-centric financial services company with a global foot print. We are vibrant, successful and values orientated with an awesome dynamic culture encapsulated by the ethos that clients and staff “always get something OUT.” Our success can be attributed, amongst other things, to the outstanding people that work for us.

In our department:

• Youll be working in our Customer Care department, dealing with customer complaints. Youll be dealing with several complaints at once, of different types, working towards a timely, and positive resolution with the customer. You will be expected to communicate to the customer over the phone and email in some instances.
• Our department deals with service and claims complaints so over time there will be a need for you to be trained in several skillsets and products. You will also take inbound calls from customers that want to register a new complaint or discuss an existing one.
• If youre successful, wed expect you to treat our customers and colleagues in the way youd like to be treated.
• We want to be the biggest and best digital insurer in the UK and expect and encourage all colleagues to play their part in achieving this.
• Youll discover a vibrant atmosphere, where friendly, supportive colleagues are always ready to help each other.

What will you be doing:

• As a customer service representative your main job will working within our inbound call centre, addressing a diverse range of customer queries submitted via telephone, email, live chat, or instant messages.
• The calls you receive will be varied; they could include changes to existing policies, giving quotes, taking payments, supporting claims and supporting customers in financial difficulty

What we are looking for:

• We are looking for positive thinking, self-motivated individuals. You will have the ability to forge positive relationships and strive to resolve customer queries first time.
• An insurance background is not necessary, we see many skills as transferrable, if you have a background in retail, hospitality, sales or just an interest and passion for customer service wed love to speak to you.

• Minimum Matric Qualification or equivalent qualification (SAQA certified)

Required Competencies & Personal Attributes:

• Delivers a can-do attitude to challenges and problems, taking responsibility for delivering solutions
• Ensure that you are meeting customers fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers interests at the heart of how we do business.
• Ensure completion of all training as mandated by the company.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure all work is carried out to a high level of accuracy in line with our company quality and compliance standards.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure completion of all training as mandated by the company by achieving the required pass marks and assessment criteria.
• Demonstrate excellent persuasive skills with an ability to overcome objections whilst delivering a fair outcome for our customers.

Were looking for people who:

• Candidates with fluent Accent neutral English communication skills.
• Are comfortable in talking to people over the phone, with the ability to easily hold a conversation with customers in The UK.
• Pride and experience in delivering top quality customer experiences
• Previous experience dealing with complaints within the financial services sector is desirable.
• People who thrive in a fast-paced, target driven environment.
• Self-motivated individuals that take pride in what they do who can demonstrate politeness and problem-solving skills
• People who are resilient, driven and enjoy helping customers.
• Excellent influencing skills.
• Excellent organisational skills.
• Excellent verbal and written communication which is engaging and articulate
• Ability to overcome customer objections in a calm and concise manner, representing the company in a positive manner and achieve a positive resolution
• Computer skills

Working Hours

You will be required to work the following days and shifts based on a pre-determined roster:

• 3 weekdays for 8 hours, between 09:00 to 23:15 (combination of days from Monday to Friday)
• Saturdays from 10:00 to 19:45
• Sundays from 11:00 to 19:15
• You will get 1 weekend off in every 4-week cycle BUT will work 1 additional weekday before the weekend off)
• The successful candidate must be flexible to allow for possible variations to the abovementioned working hours

Training

You will be provided with 6-8 weeks of training which will be facilitated on-site. The training will be a combination of in class and academy learning (listening to calls and live coaching). Your training may occur during the day or during evenings/nights. You are required to achieve the minimum pass marks on assessments before you move onto the next phase of training and an overall pass rate at the end to pass out of Academy. Failure to do so may lead to termination of employment.

Information :

• Company : Hastings Direct
• Position : Hastings Customer Service Advisor
• Location : Centurion, Gauteng
• Country : ZA