Handles inbound/outbound queries received on omnichannel (calls, WhatsApp, Live-Chat & Emails from clients giving out relevant information and providing excellent customer service to clients.

Grade 12 or relevant NQF level 4 qualification

1–2 years’ relevant customer service experience in a customer-centric environment, with exposure to handling customer queries across voice or digital channels
Previous experience in a contact centre or healthcare environment will be advantageous

• Handles high-volume inbound interactions across all omnichannels (i.e. calls, WhatsApp, Live-Chat, email and other digital channels)
• Deliver accurate, consistent information aligned to SOPs and approved knowledge bases
• Drive First Contact Resolution (FCR)
• Escalates priority issues, logs and routes interactions correctly, and conducts follow ups to enhance customer satisfaction and retention.
• Performs administrative duties, meets quality and statistical requirements, and protects patient confidentiality at all times, ensuring full compliance with QA standards, and company operational procedures while maintaining a customer-centric approach
• Consistently adheres to schedules to ensure that SLAs are met
• Consistently meets or exceeds customer support objectives and performance targets, while remaining flexible and proactive in providing ad hoc support where required to ensure seamless, customer-centric service delivery

Analytical skill
Assertiveness
Attention to detail
Deadline orientated
Ethical behaviour
Planning and Organising
Stress management
Sustained attention (focus)
Customer Centricity
Omni-channel communication skills