Service business partners and clients coming into the Admed front office, primarily through the inbound and outbound call centre. Additionally, provide support in mailbox coordination and data capturing areas when capacity constraints require.
Requirements
- At a minimum, a certificate in customer servicing training or call centre skills AND administration skills
- Computer literate - basic computer skills knowledge and experience, specifically in MS Office
- At least 2-year inbound call centre experience
- At least 1-year administration experience
- Previous gap cover or medical scheme servicing or administration experience would be advantageous
- Receive incoming calls into the Admed call centre during office hours in a professional and friendly manner.
- Handle telephonic membership, premium, and claims queries by accessing the Admed administration system.
- Manage difficult and/or irate callers courteously, politely, and calmly.
- Route queries that cannot be handled from the call centre to the relevant back office team members, ensuring timely resolution.
- Take and distribute messages to relevant team members promptly when necessary.
- Make outbound calls from the Admed call centre as needed and instructed.
- Ensure a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders, and colleagues.
- Support the mailbox team with overflow inbound emails when high email volumes necessitate.
- Efficiently manage complaints, ensuring every complaint is dealt with professionally.
- Assist with general and reasonable ad hoc administration requests as necessary across the Admed Division.
- Deliver the principles of Treating Customers Fairly (TCF) across all functions, with a specific focus on achieving TCF Outcome 6 (ensuring customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint).
