Fresh Jobs at Telesure Investment Holdings (TIH)

JOB PURPOSE

Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.

RESPONSIBILITIES :

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
• Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
• Accurate quantification, identification and validation of vehicles.

Customer Service :

• Provide a quality service to customers while identifying opportunities to secure new business or support retention.
• Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Consistently provide service in accordance to the pre-agreed service and functional standards.
• Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External) :

• Help manage clients by carrying out standard activities and providing support to others.
• Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim).
• Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement :

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
• Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building :

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
• Specialize in specialist vehicle knowledge and apply skills to optimize repair cost

General Education :

• Grade 12 / SAQA Accredited Equivalent (Essential);
• VDQ (Vehicle Damage Quantifier) Qualification (Essential);
• Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

General Experience :

• 2 - 4 years’ work experience in the following (Advantageous):
• Workshop / Motor Industry experience Front line / client relationship experience in a panel beating environment.
• Practical panel beating, spray painting, mechanical and electrical experience
• Assessing experience at a short term insurer
• Estimating in a panel beating environment

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JOB PURPOSE

Inbound or outbound policy sales, based on contacts and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose solutions and benefits to the customer. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance. Ensure that business targets are met.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations/positive feedback from existing customers. Identify opportunities to recognize and know your customer for staff latitude.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.

TECHNICAL COMPETENCIES

Direct Sales

• Works with guidance to maximize the volume and value of direct sales
• Verbal and written Communication
• Use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Proficient in any of the South African languages, in addition to English.

Computer And System Skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office.; AS 400.; Apollo.; IEX.; Datanet Dialer.
• Action Planning and work scheduling
• Works with guidance to develop appropriate plans or perform necessary actions based on recommendations, requirements and achieve performance targets by optimizing work scheduling.
• Customer and Market Analysis

Conduct research and analyzes data with guidance in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments. Knowledge of competitors.

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5, dependent on DOFA date (Essential)
• Full 150 STI credits, dependent on DOFA date (Essential)
• Degree and/or diploma in business/marketing (Advantageous)

Experience

General Experience

• 1 year call centre sales experience (Essential)
• Experience in Financial Services Industry (Advantageous)