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Customer Service Agent X4

3 months ago

Bellville, Western Cape, South Africa Health Solutions Full time

Introduction


Momentum Health Solutions, anentity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in different segments and maximize lifetime client value.

We build and maintain a culture of innovation, and create value through unique insights into how to achieve specific outcomes by using a defined set of Health capabilities.


Role Purpose


Deliver professional service to clients through various servicing channels, responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.


Requirements:

  • Matric or an equivalent qualification
years experience in a call center or client service environment (essential)

  • Experience in medical aid administrative and/or healthcare experience (essential)
  • Excellent telephony and verbal communication skills
  • Excellent typing skills and proficiency in MS Office

Duties & Responsibilities

  • First call resolution for resolving member and service provider queries.
  • Flexibility to be able to handle telephonic and/or written inquiries.
  • Ensuring the Scheme and in particular, Momentum Metropolitan Holdings Health is not unnecessarily exposed to financial risk as a result of incorrect information being provided to members and service providers.
  • Ensuring quality service, production, first call resolution and appropriate followup to ensure resolution of queries which deliver effective individual contribution towards service level agreement compliance.
  • Client retention and goodwill by effectively resolving queries from members, employer groups, service providers and the Scheme.
  • Understanding and effectively using the call center telephony system and workflow management system.

Competencies

  • Team Orientation and attention to detail
  • Flair for decisionmaking and problem solving
  • Customer service orientated
  • Initiating action (taking prompt action to accomplish objectives)
  • Good listening skills
  • Good telephone ettiquette
  • Calm under pressure
  • Ability to work in a structured environment