Jobs

Wamly Is Hiring: Call Centre Agent(Permanent)- Johannesburg, Gauteng

Hourly HitsMarch 18, 2023

2 minutes read

Closing Date: Not Specified

PURPOSE OF THE ROLE:

To grow the customer base through selling a range of products that will enable new and existing customers to achieve their financial goals.

To support new and existing customers within allocated key accounts and markets with financial decision making, in line with the customer value proposition and regulatory frameworks.

KEY RESPONSIBILITIES:

Sales and financial advice to new and existing customers

Remain up to date with the range of products offered by the organisation

Plan, arrange appointments and manage a schedule with potential customers within key accounts, meeting conduct and customer engagement standards.

Gain an understanding of the customer’s needs, financial goals and means, and provide the right product (or selection of products) that will satisfy the goals of the customer in the best and most affordable way possible.

Continuously update and inform customers of new products, or changes in existing products. Manage, review, and incorporate the implications of product changes on the customer’s portfolio accordingly.

Identify and pursue further sales opportunities in existing or new markets.

Develop, plan, and continuously adjust sales tactics to achieve monthly targets (maintain the ‘law of average’ during the sales process by balancing prospects and sales attempts with the number of appointments).

After-sale and ongoing customer support

Continuously deliver a high standard of after-sale support service to existing customers.
Respond to customer queries (relating to products, payment terms, changing circumstances, etc.), and escalate queries where necessary. Follow up on customer queries and ensure resolution thereof.
Support and guide customers through claims processes.

Escalate blockers and provide necessary information to the relevant departments to ensure the speedy pay-out and closing of claims.
Identify and escalate areas of improvement regarding systems, processes, and technologies. Where possible, solve problems or propose solutions to prevent issues from reoccurring.

Monthly planning and reporting

Responsible for reporting on activities daily, through using relevant technology platforms.

Collate data on activities to deliver on weekly and monthly reporting deadlines.Work with Sales Manager to identify priority areas and to plan monthly activities accordingly.

Continuous development

Develop and maintain an understanding of the range of the organisations products. Keep up to date with any changes in products or regulations, as well as the impact thereof.

Ensure Continuous Professional Development (CPD) credits, accreditations and qualifications are up to date to maintain a quality and continuous service offering to customers.

Participate in knowledge sharing platforms and training opportunities, inside and outside of the organisation, where relevant.

QUALIFICATIONS:

Matric (Grade 12)
FAIS compliance (advantageous)
Class of Business (COB) Tier 1 (advantageous)
RE 5 qualification is advantageous

KNOWLEDGE AND EXPERIENCE:

Knowledge:

Sales tactics and approaches

Customer service and engagementRelevant Regulatory frameworks, policies, and standards

Experience:

Minimum of 12 months industry experience within sales or marketing.

Proven experience in customer service

CONDITIONS OF EMPLOYMENT:

Clear criminal and credit check