Midrand: Customer Care Consultant posted by Destiny Call Centre

Position Title: Customer Care ConsultantDepartment: Contact CentreReports To: Contact Centre Supervisor / ManagerLocation: MidrandPurpose of the RoleThe Customer Care Consultant serves as the first point of contact for clients in the insurance contact centre. The role is responsible for handling inbound and outbound calls, providing accurate information on products and policies, resolving queries efficiently, processing client requests, and ensuring superior customer service that drives client satisfaction, retention, and compliance with industry regulations.Key ResponsibilitiesCustomer Service & SupportAnswer inbound calls and respond to customer queries in a professional and courteous manner.Make outbound calls to follow up on leads, client requests, or premium collections.Provide information on insurance products, policies, premiums, claims, and benefits.Ensure resolution of client queries at first contact or escalate appropriately.Capture and update accurate client details on the CRM system.Guide customers through processes such as policy applications, claims, debit orders, or policy changes.Policy AdministrationProcess alterations to policies including beneficiary changes, contact details, and payment information.Assist customers with policy quotations, renewals, cancellations, and reinstatements.Ensure all documentation and client records are complete and compliant.