About this role
Our retention advisors are responsible for handling difficult calls. It is their responsibility to retain clients and make sure these clients remain part of the OUTsurance family.
Dealing with client queries and complaints on all levels in a competent, efficient and professional way, in accordance with the quality standards that are in place and in accordance with the values of OUTsurance.
Minimum Matric qualification or equivalent qualificationFAIS accreditation is essentialApplicants that have been working in the financial services industry prior to December 2010, preference will be given to applicants with their FAIS Regulatory Exams (RE5) completed. Applicants without prior financial advice experience will not be prejudiced Required Competencies & Personal Attributes:
Extensive Sales and Customer service experience is essentialResponsible to cross-sell existing policies while maintaining excellent customer serviceThe following previous experience would be advantageous:Call centre experience in client centric or sales environmentExperience in the Insurance and/or Short Term Insurance industryWorking in an environment where salary was linked to performance and/or commission structureAn ideal candidate will be able to align their personal work values to the OUTsuranceAttributes:
Meeting and exceeding sales targetsDeadline and results orientedClient service orientedAttention to detail which will result in excellent work quality/standardResilient (must be able to push through and succeed in the face of adversity)Enthusiastic and passionate about the job and the companyEffective planning and organising/work management skillsAdaptability (be able to adapt to different clients and work situations)Integrity (Honesty is a core value of the company)High tolerance for stressAmbitious with drive to succeed Highly motivated individual driven by monetary reward and recognitionClient Service enthusiasts (going the extra mile for clients and company)Must be able to work independently towards individual targets/goalsSkills:
Above average selling skills and abilityGreat listening skills in order to respond appropriately to clients questions, concerns and complaints ensuring an awesome customer service experienceExcellent Interpersonal and communication skillsExcellent negotiation and persuasion skills to overcome objectionsSolid computer literacy skills, such as excellent keyboard skills and being able to navigate around various computer applications, respond to emails etc.Solid administrative skills in order to produce great quality service to clientsAt OUTsurance our value of HUMAN is more than just a poster on the wall. It’s a key part of our culture and we are committed to fostering an inclusive and diverse workplace that reflects the communities we serve. We actively encourage applications from persons with disabilities. In support of our Employment Equity objectives, we strive to create equal opportunities for all and also welcome candidates from designated groups who meet the role requirements.