Temporary Call Centre Service Agent

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

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

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 with a bachelor’s pass
• Relevant tertiary qualification (health or business-related diploma / degree highly advantageous)
• Computer literacy (MS Office Suite)
• Proficient in English/Afrikaans

Duties & 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.

Competencies

• Verbal and written communication
• Service orientation
• Problem solving
• Self-disciplined
• Detail-oriented
• Prioritisation
• Teamwork and collaboration
• Adaptability
• Display initiative