Lead Administrator

RESPONSIBILITIES

Customer Relationships Development Connect and make calls (by telephone or in person) to allocated customers to develop new relationships, develop rapport and ensure positive customer experiences at all times.

Customer Management (External)

Effectively manage inbound and outbound contacts from start to finish with customers, regardless of the data distribution channel. Help manage clients by carrying out standard activities. Deliver efficient customer service levels through effective call management. Deliver the TIH Service Way through personal effort and through others.

Customer Needs Clarification

Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. Ask relevant questions to evaluate the customers level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customers stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.

Performance Management

Prioritize own workflow and achieve operational requirements and service delivery through effective time and attendance management. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales and lead targets etc).

Customer Relationship Management (CRM)

Data Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Operational Compliance

Develop working knowledge of the organizations policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of products and relevant technology, external regulation, and industry best practices through ongoing education.

TECHNICAL COMPETENCIES

Direct Sales Maximize the volume and value of direct sales. Knowledge of Sales Management principles.

Action Planning and work scheduling

Develop appropriate plans or perform necessary actions based on recommendations, requirements and achieve performance targets by optimizing work scheduling.

Verbal and written Communication

Use clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies.

Computer and system skills

Supports business processes by understanding and effectively using standard office equipment and standard software packages. Outlook - Basic.; Proficient in MS Office..

Presentation skills

Communicate with other people by speaking in a clear, concise and compelling manner.

Policy and procedures

Monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. Knowledge of Contact Centre principles.

EDUCATION

General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); FAIS recognized qualification (Advantageous); Regulatory Exam 5 (Advantageous); A relevant 3 year Business related degree / diploma (Advantageous)

EXPERIENCE

General

Experience 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential); 1 to 2 years contact centre experience (Essential); Knowledge of Short term Insurance industry (Essential)