Handling of client calls and emails received in the call centre.
Responsibilities & Duties
The responsibility of the Inbound Client Service Agent is not exhaustive and may change from time-to-time as decided by Management.
Answer incoming calls and respond to customer’s emails.
Make outbound calls: Outbound campaigns, Outbound service calls, Outbound preservations etc.
Identify and upscale issues to Team Leaders.
Document all call and email information according to standard operating procedures.
Ensure that all operational standard operating procedures are followed.
Follow up customer calls where necessary.
Upsell products and services.
Recognize, document, and alert the management team of trends in customer calls.
Provide product and service information to customers.
Transfer calls to claims with policy information.
Online Query resolution using the prescribe Systems.
Resolving all queries received within 48 hours not resolved on...