This post holder is responsible for handling calls from new and existing customers regarding a variety of requests, using their knowledge of products or services as well as great customer service skills. Provide support and offer information as needed to keep customers satisfied and retain business.

Grade 12

3 to 5 years relevant experience

Computer literate

• Ensure all queries are successfully resolved making sure that possible dates of payments are always obtained on outstanding accounts to assist in meeting departmental targets
• Escalate all unresolved queries to back office, team leader/supervisor/manager for further investigation
• Ensure effective communication to clients, delivering high level of call centre service and telephone etiquette
• Record all client profiles on script and Meditech to ensure records move within the strategy
• Must display excellent knowledge on the medical aids and private book to ensure resolution on queries
• Monitor own after call work time to ensure call answering service levels are always met
• Ensure that there are no issues/complaints due to process deviations
• Process problems to be identified and solutions to be recommended
• Maintain confidentiality of patient’s personal data and other information to protect the privacy and integrity of the organisation.

Ability to use own initiative
Attention To Detail
Communication
Decision making
Flexibility
Problem solving
Stress management
Telephone etiquette
Drive (includes energy and stamina) linked to achievement motivation
Ability to handle sensitive and confidential information
Ability to work independently as well as in a group