Professional Service Agent

Job Advert Summary

Purpose of the Job:

A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model.
This role works strictly on a shift work basis including night shift work.

Formal

Qualifications:

• Matric (Grade 12) essential.
• A 3‑year tertiary qualification (Degree/BTech/National Diploma) with relevant business orientation essential

Experience and Knowledge:

• 2 years’ experience in an administrative and business coordinating role.
• Intermediate knowledge of the Life Assurance or Financial Services industry.

Computer Literacy:

• Effective use of MS Office applications (Outlook, Visio, Word, Excel, PowerPoint, Projects)

Interpersonal and Intrapersonal

Skills:

• Be a fast thinker with excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries.
• Customer centric and display a positive and professional image of PPS by building and maintaining relationships.
• Have excellent verbal and written communication skills in English. A good command of the English Language.
• Be a team player by being reliable and trustworthy.
• Have good decision‑making skills.
• Be proactive and have an ability to solve problems.
• Have the ability to present product and process information to members/staff on a proactive basis, demonstrating a high level of understanding of the business.
• Take ownership of service level standards and ensure they are reached consistently.
• Have good telephone etiquette.
• Display a strategic level of thinking ability.

Main duties and responsibilities:

• This incumbent will be responsible for providing professional service to PPS members and associated parties on the phone in a contact centre.
• This will include working across all areas in Servicing and Administration with the ability to process in all facets of the department and resolve queries from start to end.
• The incumbent will be required to be up‑skilled and take ownership of their responsibilities within their probation period of 3 months.
• They will be required to make decisions within their mandate and execute a higher quality of service combined with increased quantity as per the performance contract.
• He/she must excel in a pressurised environment and be a quick thinker that applies logic in decision making.
• Execute policies and procedures related to service delivery in Operations and between other areas.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes.
• Escalate systems failures to the appropriate support team in order for the team to stay productive.
• Agree duties with team members in order to achieve operational targets including prioritisation and work schedules.