Principal Accountabilities:
- Provide outstanding customer service when providing quotes to our online enquiries.
- Oversee, follow up and respond to all customer requests via phone, SMS, and email.
- Communicate with jewellers to obtain details regarding a customer’s policy.
- Accurately check the policy details prior to Q Report books being sent for print.
- Understand the features and benefits of our products alongside all of our financing options and actively utilise these to convert leads as required.
- Maintain accurate and timely information within Q Portal database
- Oversee and action all written requests to cancel policies and develop insights from cancellations to assist in future retention strategies
- Oversee and action all changes or queries relating to existing policies
- Accurately track and provide status update reports to the Office Manager as required
- Perform additional tasks as needed and/or by request of the Office Manager
- Actively promote and seek Google reviews from our customers to provide feedback
- Work towards achieving agreed upon KPIs.
- Participate in all training and support provided by the company, this role requires the satisfactory ongoing and timely completion of Chubb compliance training via Safetrac
PERSONAL SKILLS & QUALITIES
- Experience in customer service and customer experience management
- Excellent Computer literacy – experienced in both Microsoft Office and CRM systems and portals.
- Excellent time management skills and ability to self-manage and prioritise tasks
- Must be detail oriented with the ability to multi-task
- Superior communication skills (verbal and written, both internal and external to the organization) with the ability to actively listen to management, subordinates, peers, and clients to understand the points being made and ask questions as appropriate
- Ability to problem solve and think outside of the box to meet company expectations
- Experience cultivating and developing relationships with clients through non scripted conversation
- Ability to work well individually, as well as part of a team.
- Ability to complete, accurate and timely submissions of all required paperwork and system documentation associated with client activity
- Organizational skills to facilitate timely and thorough follow up on all client issues to completion.
