Call Centre Service Agent

Role Purpose

Are you a people person with a passion for helping others?

We’re looking for energetic, reliable self-starters to step into a fast-paced role with an industry-leading health business. This is a great opportunity to make a real difference in the lives of clients, while building valuable experience in a supportive, professional environment.

Requirements

• National Senior Certificate
• Achieved a minimum of 50% in English
• Bachelor’s Pass
• Relevant tertiary qualification (health or business-related diploma / degree highly advantageous)
• Computer literacy

The uploaded CV must include a copy of your National Senior Certificate, qualification/s and ID.

Duties and Responsibilities

• Engage with clients and/or intermediaries through various servicing channels (inbound calls, emails, walk-in interactions etc.) 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.
• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders.
• 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.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296