Client Servicing Agent (GAP Cover)

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