Client Services Agent - Bryte Insurance

Bryte Insurance Company Limited is the premier, proactive commercial risk specialist in Southern Africa. Applying our unparalleled sector insights, proven expertise and foresight, we partner with customers and brokers to protect their businesses and improve their risk profile across the continent.

Bryte Insurance Company Limited approaches customer risk with purpose, proactively working with brokers and customers to enable better risk decisions

Key Tasks & Accountabilities

• Manage volume of incoming emails to personal and multiple shared mailboxes.
• Manage and process all email correspondence with customers as per specified service level. This includes scheduling customer appointments, where necessary, to obtain bank card information in order to process payments.
• Manage and process all email correspondence from external and internal stakeholders.
• Assist all direct customers and travel agents with advice on Bryte Travel products and services.

• Provide administration support to the Call Centre sales agents wherever necessary.
• Processing of all confirmations of cover referrals.
• Answering overflow calls when required
• Making calls to clients or external and internal stakeholders
• Manage and process daily lead files.
• Manage voicemail boxes.
• Update daily and weekly reports
• Responding to all clients whilst maintaining a high quality of service and performance standard.
• Facilitate quotations and sales of travel insurance products when applicable.
• Facilitate amendments and cancellations to existing travel insurance policies.
• Adhere to the Quality Assurance requirements set out below.
• 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 be FAIS Compliant and have completed the RE(Regulatory Exam)
• Proficient in relevant computer applications (Excel, Word)
• Required language proficiency – English and Afrikaans preferably
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Experience in a call centre or customer service environment
• Experience in a service-related role
• Ability to capture information accurately and efficiently

Key Competencies

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem-solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance
• Resilience