Client Contact Center Administrator

3 weeks ago

City of Cape Town Metropolitan Municipality, South Africa Kontak Recruitment Full time
Client Contact Center Administrator (JB5015)
Cape Town, Western Cape
R15 000 - R23 000 CTC per month
Permanent

Our client, a prominent provider of innovative and flexible solutions centered around health, wellness, and financial security, is seeking a client contact center administrator to join their team.

The contact center is responsible for the inbound telephonic servicing of the individual policyholder and brokers to provide a first-call resolution experience while maintaining a high standard of customer service. They also respond to claim-related queries and correspondence received.

Minimum Requirements:
Matric
Minimum 2 years proven client service/ call center experience
Individual life policy administration knowledge and experience
Medical aid understanding and servicing experience
Proficiency in Microsoft Office

Duties and Responsibilities:
Provide exceptional client service by being available on the inbound telephone queue and web touchpoints.
Handle and resolve telephone calls and general or claim-related correspondence queries daily, ensuring a 24-hour turnaround time.
Maintain an updated workflow queue for accurate management reporting and strive to achieve zero lost calls per day.
Record all telephone interactions on the client’s policy or claim records and verify/update personal and medical aid information when necessary.
Ensure adherence to relevant processes, confirming policy options and commencement dates before providing advice or information. Communicate potential claim disclosures as required.
Collaborate with medical aids and practitioners to gather necessary information for assessing claims, including medical history and accounts.
Consult with management regarding claim decisions when necessary and escalate priority claims for investigation.
Resolve client queries professionally, efficiently, and within established timelines, while arranging for escalations as needed.
Proactively apply the principles of Treating Customers Fairly (TCF) in all interactions and job functions.
Perform general policy administration tasks, including addressing cancellation requests with the aim of retaining clients.

Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.

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