Role Purpose
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions, etc.), responding to their needs, concerns, and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
- Matric
- 1 - 2 years client service experience.
- Excellent knowledge of MomentumHealth System and products would be an advantage.
- Good understanding of the Medical Scheme Administration or Short Term Insurance industry.
- Excellent communication skills in Zulu/Sesotho/Sethwana/Sepedi and/or Zulu, in addition to English.
Duties and Responsibilities
- Identifying risks to the company and escalating accordingly.
- Engaging in effective communication and delivery according to Service Level Agreements.
- Maintaining consistent service delivery to ensure client retention and satisfaction.
- Obtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries.
- Ensuring Service Level Agreements are met and exceeded at all times.
- Providing first-time resolution on queries of a complex nature.
- Dealing promptly with client requests in a competent, efficient, and professional manner.
- Driving and supporting effective teamwork within the department.
- Engaging in appropriate training interventions to promote own professional development and demonstrating the company's values on a daily basis.
- Recording all queries and interactions with customers onto the workflow systems.
- Ensuring the required turnaround time is met.
- Ensuring that all correspondence sent out is of the highest quality.
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