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Customer Relationship Consultant

Region : Stellenbosch, Western Cape
Company : KGA Life Limited
Contact : Eileen Rebel
Contact email: [email protected]
Contact no: 0219446300
Closing date: 30 Sep 2020
Job Specifications:

About KGA Life
We are an unconventional funeral insurance company with a unique approach to how we do things. We pride ourselves on creating superior customer value through our innovative, energetic and creative team of people. Our business has been built on forging strategic partnerships that allows us to punch above our weight class in the market. And in our 36 years of existence, we have had a few world titles to brag about.

What will you do here?
This role forms part of the KGA Client Centre, our customer servicing team, which serves to provide unrivalled customer experience to delight each customer every time. Customer Relationship Consultants deliver solution driven services rather than delivering a response and are empowered to serve clients with the appropriate solutions without having to follow a prescribed script.

The main purpose of the role is to assist customers with queries, provide solutions, identify areas of improvement, and constantly engage with customers to measure customer satisfaction KPI’s.

You are perfect for the role if:
You enjoy working autonomously in a dynamic and changing environment, and have an aptitude and passion for customer service.

You are a confident, tech savvy, and relatable person who has a proven track record of delighting customers through your agility, rapport-building and innovative problem-solving abilities.
If you have worked in a customer facing role and have experience working with a CRM system.

Reasons not to join our team:
• If you don’t love servicing people.
• If you don’t want to work on the most challenging projects.
• If you don’t like working in an unstructured environment.
• If you don’t want to do whatever it takes to get it done (sometimes that might require you to wear a pink tutu).
• If you don’t act with integrity in everything that you do.

Key responsibilities of the role:
Customer service through great engagements
• Build and maintain customer relationships through ongoing interactions and support.
• Action all customer requests in an efficient, professional, and timeous manner.
• Provide up to date product and services information to customers.
• Take ownership of, and utilise, all communication channels with customers.
• Act as the one-stop-shop for customer queries of any nature.
• Promote, upskill, and assist customers with the features and usage of the self-service platforms available.
• Be the champion of all relevant internal platforms.
•Deliver and record work by utilising the relevant CRM system.
• Deliver service according to TCF outcomes and report any shortcomings and oversights in this regard.
• Action administrative requirements related to customer account management accurately and with attention to detail.

Customer service through effective problem solving
• Resolve product or service-related customer queries by fully understanding the root cause of the customer’s query or complaint.
• Once the root cause is determined, apply out-of-the-box and autonomous thinking to provide the most appropriate solution(s).
• Take ownership of customer queries by using all resources available to provide an end-to-end customer service.

Customer service through sales support
• Market and sell our product and services to new customers.
• Provide after-sales service (frequent check-ins, promotional and marketing communication and up-selling) to existing customers.
• Record and process policy applications, policy amendments, and related tasks on the relevant CRM system.
• Communicate, negotiate, and offer alternative solutions to ensure customer retention.
• Analyse profitability of customer portfolios and make recommendations accordingly.

Customer service through continuous improvements
• Identify areas of improvement in our customer service offering through critical thinking and customer feedback.
• Monitor the effectiveness of our customer service platforms, processes, and systems to identify opportunities for improvement.
• hare identified improvements and implement as required.
• Where appropriate, escalate identified areas of improvements to the relevant internal team and assist with the implementations of improvements/changes.

Requirements:

Qualification and experience required
• FAIS RE5 certification essential.
• Relevant degree/NQF level 7 qualification.
• At least 3 years’ experience in a customer facing role in any industry.
• Excel intermediate.
• Computer literate.

Organisational alignment
• The role reports to the Executive: Business Solutions & Services.
• The position is based at our head office in Stellenbosch. Travel will be required.

Only candidates that meet the above criteria will be contacted. If you do not receive a reply within 4 weeks of your application, please consider your application to have been unsuccessful.

Applications and enquiries
Should you meet all of the above-mentioned requirements please forward your CV to [email protected].

Please visit our LinkedIn page for more information.


Quick Polls

QUESTION

The intention with lockdown was to delay or flatten the Covid-19 infection curve and give both the private and public healthcare sectors time to prepare for the inevitable onslaught. Did the strategy work?

ANSWER

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It’s too soon to tell. We will likely get a second wave with stringent lockdown regulations in place again
Yes, South Africa bought enough time to make a significant difference. We saved lives and have passed our peak. The worst is over
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