Admin & Sales Assist

The ideal candidate will be a proactive and strong self-starter with great attention to detail. A relevant business, administrative and/or marketing degree would be essential and a continued desire for professional development. The candidate needs to have a grasp of the financial services industry and a keen interest in FinTech, InsurerTech and innovation. You would receive a remuneration package that would be commensurate with your experience. The remuneration would be structured as a basic monthly cost to company.

Key responsibilities:

  • Greet customers (face-to-face, on the phone, or via live chat)
  • Identify customer problems and provide appropriate solutions
  • Check voicemail, chat, and/or electronic cue frequently to identify customers who need service
  • Proactively follow up leads and reach out to understand customers’ problems
  • Create/update help tickets to document customer interactions
  • Escalate complex support issues to higher level supervisors/manager
  • Provide information about product claims specifications
  • Interact with other internal departments to resolve customer issues
  • Provide internal feedback regarding reoccurring issues (e.g. improper packaging, internal miscommunication) that can affect customer satisfaction
  • Train/support other representatives within the team
  • Create and keep up to date system, client and product manuals

KEY PERFORMANCE AREAS

  • Ensure all customer queries are resolved in an appropriate timeframe
  • Ownership and adherence to operational benchmarks (eg First time response rates, query escalation rate)
  • System and process training for TPI clients
  • Assist the technical team in identifying changes to and/or new functionality
  • Broker reporting
  • General administration functions when required

SKILL REQUIREMENTS & EXPERIENCE

  • Relevant business degree, ideally Business Sciences / B.Com
  • Customer service experience
  • Long and short term claims experience
  • Client liaison and support experience
  • Excellent prioritization and analytical skills.
  • Take responsibility for the image of the company.
  • Ability to maintain a friendly and professional demeanour when interacting with customers.
  • Good knowledge of appropriate software’s, tools, and techniques to deliver excellent support.
  • A proven track record of transforming problems into solutions.
  • Excellent verbal and written communication in English
  • Marketing, preparation of power point presentations and proposals
  • Experience in and knowledge of the distribution of financial services risk products (short-and long term)

PERSONAL COMPETENCY REQUIREMENTS

  • Passion for financial services and technology
  • A self-motivated “go getter” who will deliver upon the company’s growth objectives
  • Delivery and deadline focused with excellent management skills and attention to detail; ability to coordinate and multitask
  • Goal orientated and target driven
  • Ability to work independently and as part of a team; flexible team player
  • Ability to interact with clients and ensure excellent service delivery
  • Ability to adapt and understand new ways of working
  • Constant personal improvement to be the best you can be; ability to grow with a young business
  • Excellent communication skills
  • Calm and effective approach to all obstacles and scenarios

KEY RELATIONSHIPS & INTERACTIONS

  • COO / CEO
  • Legal & Compliance
  • Business Development and E-Commerce
  • Clients (Affinity Partner and brokers)
  • Insurance Company Partner (e.g. Underwriting Companies)
  • Technology Providers & Platform
  • Merchants (e.g. Airlines, Online Travel Agents, Online Retailers)

SOFTWARE EXPERTISE

  • XLSX – excellent
  • Word – excellent
  • PowerPoint – excellent

MEDIA

● It will be to your advantage if you have a good understanding and interest in the implementing of digital marketing strategies including integration with various forms of media, social networks and performance marketing platforms

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