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) essential.

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

Experience and Knowledge:

• 2 years’ 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:

• 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.

• Have 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:

• 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.