About the position
Purpose of the Role:
The candidate will provide professional and efficient support to all stakeholders across multiple communication platforms and channels.
Key Responsibilities:
- Advanced level call and enquiry handling
- Receive incoming telephone calls from customers and/or delivers scripted or non-scripted messages to customers via telephone during designated hours at all levels with stakeholders
- Maintains a high level of service by responding to inquiries with resolutions/obtaining relevant information to provide a resolution within the prescribed turn-around time
- Resolution of complaints within bounds of authority or requests assistance from other team members or Supervisor as necessary
- Navigates computer systems to properly assist customers/callers by locating customer data and other relevant electronic information in order to respond appropriately to customer requests, objections and questions
- Provides accurate information and instruction to customers in accordance with company guidelines, procedures and requirements
- Records each enquiry by accurately documenting status and comments in the appropriate database or platform;
- Develops and maintains productive working relationships with team members and superiors
- To work in a structured environment
- Follow established policies, procedures, systems, standards and rules in order to meet key contact centre performance goals for customer satisfaction, productivity and key performance indicators
- Promotes and maintains a positive, professional image of Company with each customer engagement/correspondence
Qualifications & Experience:
- Minimum Grade 12
- Experienced telephone technique
- A working knowledge of medical aids & benefits
- Computer literacy
- Data capture experience an advantage
- Prior customer service training is desirable
- Call Centre knowledge and experience
Key Competencies:
- Clear, concise, professional, tactful, diplomatic and sincere manner of verbal and written communication on all levels, as well as reading comprehension in English (or a minimum of 2 languages)
- Basic computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Windows and email)
- Basic use of standard office equipment (i.e., telephone, computer)
- A high level of professionalism, confidentiality and strong interpersonal and customer service skills
- Ability to accurately interpret information as well as demonstrate problem-solving and analytical thinking skills
- Ability to be adaptable in a fast-paced, real-time environment; improvise and take initiative in order to facilitate positive change and improve service delivery to all stakeholders
- Ability to identify fraudulent behaviour and report to superior for escalation and investigation
- Application of good judgment and decision-making
- Ability to work efficiently both independently and as part of a team in a structured environment
- Ability to prioritize work to meet deadlines and productivity goals
- Ability to work under pressure and cope with stress effectively
- Consistent productivity
- Attention to detail essential
- Being a good and empathetic listener
- Customer-centric
- Routine-orientated and methodical
- Punctual & reliable
Flexibility:
- Additional functions and or duties may be required in addition to those listed above.
Commission or KPI structure:
None.
Desired Skills:
- Call Centre Experience
- Medical Aid Knowledge
- Computer Literacy
- Data Capturing
- Excellent customer service
- Bilingual
- Excellent communication skills
Desired Work Experience:
Desired Qualification Level:
