Client Services Agent (Gap Cover)

Experience:
3 years call centre experience, preferably in the medical industry, Gap Cover and PHI

Qualifications:
Matric, Call Centre, Customer Services certificate /qualification advantageous. RE5 Required

Accountabilities:

Client service delivery and quality:
Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management:

• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary.

Financial Management:
Contribute to cost savings within the department to assist with financial goals and targets.

Operating Model:

• Handle telephone and email/web queries within standards and service level agreements.
• Correctly route all escalated calls to correct departments.
• Professionally handle hospital claim queries.
• Accurately capture data.
• Professionally handle all client communications.
• Assist in other job functions within the department when the need arise.
• Meet delivery objectives through working with other team members within and linked to the department / project.
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels.
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery.

Operational Implementation of Strategy:

• Keep up to date with operational changes implemented in response to important external influences.
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities.
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement.

Operational Leadership:

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Stakeholder Management:

• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
• Position Specific Outputs
• Handle day-to-day customer interactions for Sanlam Gap, ensuring customer satisfaction by addressing inquiries and resolving issues.
• Provide support through various communication channels and enhance the overall customer experience by maintaining a professional and customer-centric approach.
• Handle complex queries in an empathetic manner
• Communicate with customers telephonically and through written correspondence

Competency Requirements:

Knowledge:

• Understanding of call centre technology.
• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures

Skill:

• Business Writing Skills.
• Communication Skills.
• Computer Technology Skills.
• Task Management.
• Adobe Creative Suite.
• Data modelling and evaluation.
• Problem solving and decision making skills.
• Attention to Accuracy and Detail.
• Numerical Ability.
• Customer Focus.
• Relevant systems knowledge and application.
• Strong Interpersonal skills and ability to build customer relationships.
• Customer centricity and servicing skills.
• Excellent communication and problem solving skills.
• Ability to work in a fast paced environment.