Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), and responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
- Grade 12
- 2-3 years' experience in a call centre or client service environment (preferred).
- Exposure to the medical aid and/or health industry.
- Proficiency in English, Afrikaans and Nguni languages (spoken, written and verbal).
- MS Office proficiency.
INTERNAL PROCESS
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant systems based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative /compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience.
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders. Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility. Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas. Take ownership for driving career development.
- Contribute to the financial planning process within area.
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate form.
