Position Summary:
Engage with clients in an effective, efficient, and client-centric manner to resolve and respond to inquiries timeously.
Key Responsibilities:
- Investigate queries where necessary and provide timeous feedback to the member or provider.
- Ensuring first call resolution of all client queries.
- Maintaining the goodwill of the company by upholding the SLA and QA standards.
- Accurate logging of information for statistical reporting purposes.
- Engaging in appropriate training interventions to promote own professional development.
- Driving and supporting effective teamwork within the department.
- Ensuring to demonstrate the company’s values on a daily basis.
- Maintaining a consistent service delivery to ensure client retention and satisfaction
- Interpreting the query and determining the appropriate path of resolution.
- Escalating queries where necessary to ensure member satisfaction and provider satisfaction.
- Identify risks to the company and escalate accordingly.
- Engage with client requests in a competent, efficient, and professional manner.
- Obtaining and maintaining broad product and industry knowledge to respond to customer queries effectively and accurately.
Required Education & Experience:
- Grade 12 / Matric / equivalent
- Medical Aid administration experience would be advantageous.
- MS Office proficiency.
- Financial/Insurance administration experience would be advantageous.
- 1-2 years working experience within the client service environment.
- Excellent communication (written and verbal) skills in English, Afrikaans, Xhosa, and any other South African language.