Call Centre Administration Clerk – AVBOB

Call Centre Administration Clerk – AVBOB

Company: AVBOB
Location: Centurion, South Africa
Job Reference Number: 709BSCC04
Department: 118 – Operations Support Alternative Distribution
Industry: Insurance
Job Type: Permanent
Positions Available: 1
Salary: Market Related

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About AVBOB

AVBOB is a leading provider of insurance and financial services in South Africa, offering clients comprehensive life insurance, funeral cover, and investment solutions. With a strong reputation built over decades, AVBOB is committed to customer satisfaction and excellence in service delivery. As part of our growth and continued commitment to operational efficiency, we are seeking a Call Centre Administration Clerk to join our Alternative Channels department in Centurion.

Job Overview

The Call Centre Administration Clerk plays a crucial role in providing administrative support to the external call centre operations. This position requires a detail-oriented and proactive individual who can manage a variety of administrative tasks to ensure seamless coordination between AVBOB and external call centres. The ideal candidate must be capable of handling administrative requests, maintaining client records, managing policy amendments, and ensuring all communication is handled professionally and efficiently.

Key Responsibilities

1. Administrative Support for Call Centre Operations

• Facilitate daily administrative requests received from external call centres.
• Ensure all queries and concerns are addressed promptly and professionally.
• Keep track of call centre performance and provide necessary administrative support to ensure smooth operations.

2. Communication and Coordination

• Serve as a communication bridge between AVBOB and external call centres.
• Provide timely and accurate information to external clients and call centre representatives.
• Assist in maintaining clear and concise records of client interactions and service requests.

3. Policy Administration and Processing

• Process and finalize administrative requests such as policy additions, increases, and reinstatements.
• Manage debit order deductions, changes, and ensure timely processing.
• Verify that all corrections and changes requested by the call centre are executed accurately by relevant departments.
• Provide policy information and quotations to clients and agents upon request.

4. Data Management and Reporting

• Maintain accurate records of all transactions, amendments, and client communications.
• Store and organize voice recordings related to new business and administrative changes in a secure FTP system.
• Compile reports detailing administrative requests, problem areas, production trends, and quality feedback.
• Provide monthly updates on non-payments and provisional lapse data to external call centres.

5. Customer Service and Complaint Handling

• Provide voice recordings and feedback to the complaints department for resolution of customer complaints.
• Assist in troubleshooting and resolving department-related issues involving clients, colleagues, and third parties.
• Ensure all customer interactions are handled with professionalism, efficiency, and adherence to company policies.

6. Collaboration and Lead Generation Support

• Participate in collaboration meetings with external call centres to review performance, address challenges, and enhance efficiency.
• Work closely with the Quality Assurance Clerk to report and improve call centre operations.
• Assist in ad hoc duties related to lead generation and ensure call centres receive accurate lead data.

Required Qualifications and Experience

• Minimum Education: Grade 12 (Matric Certificate).
• Experience:
  • 1-2 years of relevant administrative experience.
  • Experience in long-term insurance or financial services is advantageous.
  • Previous experience in a call centre environment will be an added advantage.

Key Skills and Competencies

• Strong administrative and organizational skills.
• Excellent verbal and written communication skills.
• Attention to detail and high level of accuracy.
• Ability to work under pressure and meet deadlines.
• Strong problem-solving and analytical skills.
• Ability to work independently and within a team.
• Customer service orientation with a professional demeanor.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Why Join AVBOB?

• Reputable Organization: Work for one of South Africa’s leading insurance providers with a strong market presence.
• Career Growth: Opportunities for professional development and career advancement.
• Work-Life Balance: Stable working environment with structured support.
• Comprehensive Training: Gain valuable industry knowledge and skills through hands-on training and mentorship.
• Supportive Team Environment: Collaborate with professionals dedicated to delivering exceptional service.

Application Process

Interested candidates who meet the qualification and experience requirements are invited to apply. Applications should include:

• A comprehensive CV detailing qualifications, experience, and skills.
• A certified copy of your ID document.
• A certified copy of your Grade 12 certificate (Matric).
• Any relevant qualifications or supporting documentation.

How to Apply

Apply here

To apply for this position, visit the official AVBOB careers portal and search for Job Reference Number: 709BSCC04. Only shortlisted candidates will be contacted for further assessment. Applications received after the closing date will not be considered.

AVBOB is an equal opportunity employer, and individuals from all backgrounds, including persons with disabilities, are encouraged to apply.

Join AVBOB and take the next step in your career. Apply today and be part of a team that values excellence and customer service!