Travel Call Centre Agent at Bryte Insurance Company Limited

Key Tasks & Accountabilities

• Manage volume of incoming calls and emails.
• Manage and process all email correspondence with customers. This includes scheduling customer appointments, where necessary, to process payments via a secure payment system.
• Manage and process all email correspondence with travel agents on products.
• Assist all direct customers and travel agents with advice on the Bryte Travel products and services.
• Processing of all confirmations of cover referrals.
• Responding to all clients whilst maintaining a high quality of service and performance standard.
• Facilitate quotations and sales of travel insurance products.
• Facilitate amendments and cancellations to existing travel insurance policies.
• Adhere to the Quality Assurance requirements set out by management.
• Administer all customer complaints and ensure timely resolution within the required guidelines.
• Where possible use email templates provided to ensure consistent compliance with standards.
• Perform follow up outbound calls when required.
• Ensure optimal level of client satisfaction at all times.

Qualifications & Experience

• Matric
• Must meet the Fit and Proper Requirements as per the FAIS Act whereby working under supervision will not be required
• Ensure CPD (continuous professional development) points are up to date
• Proficient in relevant computer applications (MS Suite e.g., excel, word, outlook etc.)
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Experience in an inbound sales environment that also included customer service duties
• Ability to capture information accurately and efficiently

Key Competencies

• Strong sales and upselling skills
• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service oriented
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Stress tolerance
• Resilience