Client Servicing Agent (GAP Cover)

Moladira Skills


Date: 1 day ago
City: Johannesburg, Gauteng
Salary: ZAR 8,500 per month
Contract type: Full time

CALL CENTRE AGENT


Position Purpose


To resolve medical aid queries of members and other stakeholders through a call centre environment.


Experience


3 years call centre experience, preferably in the medical industry, Gap Cover and PHI


Qualifications


Matric, Call Centre, Customer Services certificate /qualification advantageous. RE5 Required


Accountabilities


Client service delivery and quality:

Follow procedures and cooperate with peers and leader for best possible service delivery


Compliance and Risk Management:

  • Defined legal, statutory and regulatory compliance is maintained at the required standards
  • Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary


Financial Management:

Contribute to cost savings within the department to assist with financial goals and targets


Operating Model:

  • Handle telephone and email/web queries within standards and service level agreements
  • Correctly route all escalated calls to correct departments
  • Professionally handle hospital claim queries
  • Accurately capture data
  • Professionally handle all client communications
  • Assist in other job functions within the department when the need arise
  • Meet delivery objectives through working with other team members within and linked to the department / project
  • Resolve operational performance variations and problems and escalate unresolved issues to higher levels
  • Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery


Operational Implementation of Strategy:

  • Keep up to date with operational changes implemented in response to important external influences
  • Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
  • Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement


Operational Leadership:

  • Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
  • Engage in development, coaching and mentoring
  • Support transformation through valuing diversity
  • Behave in alignment with the Afrocentric values


Stakeholder Management:

  • Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
  • Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in


Position Specific Outputs


  • Handle day-to-day customer interactions for Sanlam Gap, ensuring customer satisfaction by addressing inquiries and resolving issues.
  • Provide support through various communication channels and enhance the overall customer experience by maintaining a professional and customer-centric approach.
  • Handle complex queries in an empathetic manner
  • Communicate with customers telephonically and through written correspondence


Competency Requirements


Knowledge:

  • Understanding of Call Centre technology
  • Knowledge of scheme rules and contractual negotiations
  • Knowledge and application of relevant legislation
  • Knowledge and application of processes and procedures


Skill:

  • Business Writing Skills
  • Communication Skills
  • Computer Technology Skills
  • Task Management
  • Adobe Creative Suite
  • Data modelling and evaluation
  • Problem solving and decision making skills
  • Attention to Accuracy and Detail
  • Numerical Ability
  • Customer Focus
  • Relevant systems knowledge and application
  • Strong Interpersonal skills and ability to build customer relationships
  • Customer centricity and servicing skills
  • Excellent communication and problem solving skills
Ability to work in a fast paced environment
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