Overview
Talent Pool: Customer Services Agent MMH Jobs in Centurion, South Africa at Momentum
Position: Talent Pool: Customer Services Agent MMH260716-1
Overview
Role
Purpose:
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions, etc.), and respond to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Qualifications
- Grade 12
- 2-3 years’ experience in a call centre or client service environment (preferred).
- Exposure to the medical aid and/or health industry.
- Proficiency in English, Afrikaans and Nguni languages (spoken, written and verbal).
- MS Office proficiency.
Responsibilities
- Engage with clients and/or intermediaries 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 systems based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed time frames.
- Adhere to legislative/compliance requirements in the service process.
- Identify and report process and system failures and enhancements to improve client experience.
Client
- Investigate client queries within the agreed service level and ensure that client receives timely feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative guidance 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.
People
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.
Finance
- Contribute to the financial planning process within area.
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
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Title: Talent Pool: Customer Services Agent MMH
Company: Momentum
Location: Centurion, South Africa
Category: