Client Care Advisor

At OUTsurance, a leading innovator in the South African insurance sector, we are seeking dedicated and driven individuals to join our Client Care Department in Centurion. This is a dynamic role where you'll be at the forefront of client engagement, managing inbound calls from our existing customer base. Your primary objective will be to provide exceptional service while also identifying opportunities to enhance client policies through upselling.

This position demands a sharp eye for detail and a commitment to professionalism and efficiency. You will be responsible for resolving client queries and addressing any complaints with competence and care, ensuring every interaction reinforces OUTsurance's commitment to outstanding service.

What You'll Be Doing

As a Client Care Advisor, your responsibilities will span both service and sales, requiring you to expertly navigate client needs. Key duties include:

• Handling incoming calls from existing OUTsurance clients, providing comprehensive support and addressing their inquiries.
• Identifying and offering relevant policy upgrades and additional cover options that align with client needs and enhance their insurance portfolios.
• Resolving client concerns and complaints in a professional, efficient, and empathetic manner, aiming for first-call resolution where possible.
• Accurately documenting all client interactions and policy adjustments within the company's systems.
• Maintaining a deep understanding of OUTsurance's product offerings to effectively advise clients.
• Collaborating with internal teams to ensure seamless client service delivery.

What We're Looking For

We are searching for candidates who possess a strong foundation in client service and sales, coupled with a passion for delivering outstanding experiences. Ideal candidates will embody the OUTsurance values of Awesome Service, Dynamism, Honesty, Humanity, Passion, and Recognition. Essential attributes and qualifications include:

• Proven experience in a sales and customer service environment, with a significant emphasis on sales being crucial.
• Previous experience within a call centre setting, ideally within sales or client retention roles, is highly advantageous.
• A proven ability to upsell and cross-sell products effectively.
• Exceptional interpersonal, communication, and negotiation skills.
• A highly organised approach to work, with excellent attention to detail and a focus on quality outcomes.
• A results-oriented mindset with the ability to meet deadlines and work standards.
• Strong initiative, enthusiasm, and a genuine passion for the role and the company.
• The capacity to plan and manage workload effectively.
• A collaborative spirit and ability to work well within a team.
• Sound judgment and problem-solving capabilities.
• Resilience and the ability to manage stress effectively in a fast-paced environment.
• A minimum of a Matriculation certificate or equivalent qualification.
• FAIS accreditation is essential for applicants who were active in financial services before December 2010. Preference will be given to candidates who have completed their FAIS Regulatory Exams (RE5).

OUTsurance is committed to fostering an inclusive and diverse workplace, reflecting the communities we serve. We actively encourage applications from individuals within designated groups, including persons with disabilities, in line with our Employment Equity goals.

This role offers the chance to grow your career within a vibrant and award-winning company. OUTsurance provides a supportive environment with numerous opportunities for professional development, competitive rewards, and excellent benefits.

In South Africa, Client Care Advisor roles with a sales component can offer a competitive remuneration package, often comprising a basic salary plus commission or performance-based incentives. Progression within such roles can lead to team leader positions, management opportunities, or specialisation in sales or client retention strategies. Employers often include well-established financial services and insurance providers, where continuous training and development are valued.

• Minimum Matric qualification or equivalent qualification
• FAIS accreditation is essential (RE and Full Qualification) for applicants 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.