Handles inbound and outbound calls from clients giving out relevant information or collecting debt and providing excellent customer service to clients.

Grade 12 or relevant NQF level 4 qualification
Tertiary Education in Finance/Accounting/Business Administration preferred

>1 Year Relevant Working Experience (Business Administration/Customer Service)

Business processes and services
Computer literate

• Answer telephone and emails professionally.
• Respond to customer inquiries
• Ensure that customers receive correct and adequate information.
• Research required information using available resources to ensure that adequate information is available for decision making purposes.
• Handle and resolve customer complaints where necessary to ensure customer satisfaction.
• Provide customers with product and service information relating to any account enquiries
• Identify and escalate priority issues/ queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and customer retention.
• Route and redirect calls to appropriate resource to ensure that customers are assisted promptly by relevant parties.
• Complete call logs by logging details of all calls made or received to ensure that a history of all calls and customer information is kept.
• Comply with statistical requirements.
• Comply with quality standards.
• Maintaining confidentiality of patient’s personal data and other information to protect privacy of patients and integrity of the organisation.
• Meet Organizations Customer Service Objectives.
• Build their own portfolio of files and tend to the activation of payment arrangements, the follow-up of default payment arrangements, the tracing of debtors and general administration thereof.
• The agents form a personal relationship with the debtors that contribute to understanding, confidentiality and trust between the parties, forming a long lasting client relationship based on trust, respect and mutual understanding.
• Initial contact is obtained by way of telephone, SMS, and electronic mail directly
• On making contact with debtors our agents conduct a thorough investigation into the debtor's accounts, in order to secure a re-payment plan that can be sustained by the debtor until fulfilment of the debt obligation
• Collect payment or make payment arrangements with private patients.
• Receive proof of payments and reconcile against outstanding accounts.

Ability to use own initiative
Analytical skill
Assertiveness
Communication
Confidentiality / Sensitivity
Customer Orientation
Ethical behaviour
Planning and organising
Stress management
Telephone etiquette