Telesure Investment Holdings (TIH) Dealer Support Assistant
Telesure Investment Holdings (TIH)
About the job
Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.
Job Purpose
Interact and manage relationships with Partners and Dealerships to action the leads sent through for the sales team. Provide feedback on leads and support business with reports on performance of the Partners and Dealerships regarding sales campaigns. Handle various queries and escalate to relevant departments for resolution.
Responsibilities
Customer Service
Provide a quality service to Dealer Partners while identifying opportunities to secure new business when required and support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving Dealer Partner’s problems. Monitor and provide feedback to Dealer Partners on all incoming contacts.
Document Preparation & Administration
Prepare and provide the Dealer Partners
with Noting of Interest documents, quotations, policy schedules and make amendments to these documents if necessary.
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of Dealer Partners.
Customer Relationship Management (CRM) Data
Monitor relevant information available from the CRM system after each contact with a Dealer Partner to ensure that the organisation maintains turn around times (TAT).
Work Scheduling and Allocation
For assigned leads, communicate with the sales team to ensure call backs are done
within the TAT. Receive leads directly
from dealerships and allocate leads that come in manually or electronically to the sales team and follow-up on the progress.
Customer Relationships Development
Make calls to allocated Dealer Partners to develop new relationships and maintain existing ones. Act as a first point of contact for resolving queries and complaints.
Performance Management
Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the sales team and Dealer Partners; allocate work and review completion and provide feedback to relevant managers on performance and escalate performance issues to the direct manager to ensure timeliness and quality are adhered to.
Data Collection and Analysis
Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.
Insights and Reporting
When required generate daily, weekly and monthly reports on Dealer Partner contacts, showing call centre performance, as well as dealer performance (who is supporting us). Provide daily performance reports
on incoming contacts, leads, sales,
conversion and closing.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Stakeholder Engagement (Internal)
Support stakeholder engagement by arranging actions, meetings, and events.
Provide recommendations to any key stakeholders in order to address any possible risk to the campaign.
Marketing Communications
Assist with the development and delivery of marketing communications to support the business plan and increase sales.
Utilise the workforce and system resources in the business to improve the performance of a contact.
Education
Grade 12/ SAQA Accredited Equivalent (Essential)
Experience
1 to 2 years experienced practitioner able to work unsupervised (Essential);
Knowledge of the Insurance Industry (Essential);
Dealership experience (Advantageous).
Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don’t wait, apply now.
To apply for this job please visit wd3.myworkdaysite.com.
