Call Center Agent

SUMMARY:
-

POSITION INFO:

We are seeking a dedicated and customer-focused Call Center Agent to join our dynamic team in the insurance industry. The ideal candidate will be responsible for handling inbound and outbound calls, providing exceptional customer service, resolving inquiries, and promoting our insurance products and services.

Job Responsibilities:

• Sell life insurance telephonically.
• Achieve sales targets.
• Adhere to Quality and Compliance processes to minimize business risk.
• Maintain optimal operational efficiencies based on productivity measures.
• Adapt to changing business operational requirements.
• Handle sales objections.
• Build and maintain good client relationships.
• Stay informed about industry developments and trends through self-learning.
• Commit to meeting FAIS Fit & Proper qualification requirements.

Success Factors for the Role:

Qualifications & Experience:

• Grade 12 qualification.
• 3 years of experience in a Sales Outbound Call Centre, selling long-term insurance with sales targets.
• At least 1 year of experience selling life cover to unaffiliated clients in a call center.
• Minimum of 2 years of call center experience selling long-term insurance.
• Proficiency in reading and writing in English.

Knowledge and Skills:

• Good understanding of Financial Services Industry legislation and regulations.
• Understanding of sales processes and service industry.
• Experience in outbound sales.
• Fluency in English and one other South African official language.
• Clear criminal and credit record.
• Commitment to the FAIS Act and meeting Fit & Proper qualification requirements.
• Willingness to work overtime to achieve targets.
• Fully computer literate.

Personal Qualities:

• Strong interpersonal skills.
• Effective planning and organizing.
• Ability to build and maintain relationships.
• Commitment to treating customers fairly.
• Initiative and results driven.
• Continuous learning and tenacity.
• Proficient in objection handling.
• Team-oriented.
• Ability to receive and implement feedback.

Qualification and Experience:

• Grade 12 with 3 to 4 years of related experience.

Knowledge and Skills:

• Experience in outbound tele-sales.
• Ability to service inbound client queries and requests.
• Proficient in administration and processing.
• Knowledge of quality, compliance, and accreditation.

Personal Attributes:

• Effective communication.
• Situational adaptability.
• Action-oriented.
• Persuasive.

Core Competencies:

• Cultivates innovation.
• Customer focus.
• Drives results.
• Collaborates.
• Resilient.