Sanlam Is Hiring: Contact Centre Consultant – South Africa
CLOSING DATE: NOT SPECIFIED
What will you do?
Receive client queries and complaints
Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
Displaying positive attitude towards stakeholders and colleagues
Client queries resolved within agreed timelines
Client queries escalated to next level of expertiseImproved 1st call resolutions when handling queriesPerform operational transactionsEnsure that 100% of work(policy information and simple changes) is accurately processed within agreed SLAHandling client emails within the agreed SLAAchieve > 95% on all evaluation transactionsEnsure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc)
What will make you successful in this role?
Qualification & experience
Matric
Diploma or Degree is an advantage
Knowledge and skills
COP is an advantage
Competencies
Analysing
Adapting and responding to change
Coping with pressures and setbacks
Interpersonal sensitivity
Client service orientation
Teamwork
Decisiveness
Pro-activity
Listening skills
Telephone etiquette
Written and verbal communication skills (Speaking knowledge of English, Afrikaans and at least 2 other national African languages)
Personal Attributes
Communicates effectively – Contributing dependently
Decision quality – Contributing dependently
Action orientated – Contributing dependently
Optimises work processes – Contributing dependently
Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation – Contributing dependently
Customer focus – Contributing dependently
Collaborates – Contributing dependently
Being resilient – Contributing dependently
Drives results – Contributing dependently