Professional Service Agent

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.

Formal Qualifications:

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

Experience and Knowledge:

• 2 - 3 years’ experience in an administrative and business coordinating/ business sales support role in financial services essential.
• 2 -3 years Intermediate knowledge of the Life Assurance or Financial Services industry essential.
• 2 years call centre inbound experience is required, preferably in financial services.
• Must be able to work shifts (11pm – 7am, 3am – 11pm, 12 am – 8am and 4am – 12am – times are subject to change)

Computer Literacy:

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

Interpersonal and Intrapersonal Skills:

• Be a fast thinker with excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries.
• Customer centric and display a positive and professional image of PPS by building and maintaining relationships.
• Have excellent verbal and written communication skills in English. A good command of the English Language.
• Be a team player by being reliable and trustworthy.
• Have good decision-making skills.
• Be proactive and have an ability to solve problems.

Main duties and responsibilities:

• This incumbent will be responsible for providing professional service to PPS members and associated parties on the phone in a contact centre.
• This will include working 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.
• The incumbent will be required to be up-skilled and take ownership of their responsibilities within their probation period of 3 months.
• They will be required to make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract.
• He/she must 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