To answer all calls in a consistent and professional manner as per desired level of Customer Service.
? To provide customers with accurate information as per the company s guidelines of all products and regions.
? Employees should ensure that a high level of quality standards are applied to ensure correct information is obtained from the customer for the use of quotations, changes in policies and renewals.
? Underwrite (rate, accept and issue new policies and renewals) for all products within delegated authority limit and in accordance with the criteria laid down in approved underwriting manuals and management instruction.
? Employees are required to achieve the sales results and KPI s for inbound and outbound calls set up manager.
? Promote the companies products at all times.
? Ensure relationships are maintained and developed with key partners where necessary.
? Ensure campaign results set out by manager is achieved.
? Ensure Audit standards are met based on guidelines provided by management.
? To gather, analyze and monitor call abandon rates and targets set for department.
? Set individual targets for subordinates in conjunction with the manager
? Provide training for all new staff on the CRM system, products offered and customer service
? Ensure that subordinates adhere to company service standards
? Be the first referral point for cases/issues outside the team authority
