SFS_CLAIM INBOUD CLIENT SRVICES AGENT

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 escalate 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...

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