Momentum Centurion, Gauteng, South Africa
Call Center Service Agent
Closing Date: 2024/09/24
Reference Number: MMH240918-6
Job Title: Call Center Service Agent
Position Type: Temporary
Role Family: Client Services
Cluster: Health Solutions
Remote Opportunity: None
Location - Country: South Africa
Location - Province: Gauteng
Location - Town / City: Centurion
Introduction
Momentum Health Solutions, an entity of Momentum Metropolitan Holdings, delivers sustainable, integrated health solutions that meet the needs of clients in different segments and maximize lifetime client value. We build and maintain a culture of innovation and create value through unique insights into how to achieve specific outcomes by using a defined set of health capabilities.
Role Purpose
The purpose of this temporary role is to deliver a 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, as well as legislative and compliance requirements.
Requirements
- It is essential to have a National Senior Certificate with Mathematics or Mathematical Literacy as a Grade 12 subject (bachelor's pass highly advantageous).
- Relevant business-related qualification is advantageous.
- 1 - 2 Years’ experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
- Previous working experience in the medical scheme industry is preferred.
- Language proficiency in isiZulu and English is essential (isiXhosa and Sotho highly advantageous).
- A driving licence would be an advantage.
- MS Office 365 proficiency.
Duties & Responsibilities
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 system/s, 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.
CLIENT
- Investigate client queries within the agreed service level and ensure that the 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.
Competencies
- Verbal and written communication
- Service orientation
- Problem solving
- Detail-oriented
- Prioritisation
- Teamwork and collaboration
- Adaptability
- Display initiative
Seniority level
Entry level
Employment type
Full-time
Job function
Other
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