Complimentary Product Technical Specialist

2 weeks ago


Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
Role Purpose

To provide an effective and efficient service to clients by receiving, evaluating and responding to telephonic/electronic enquiries timeously. This position is within the Momentum Health Solutions business unit in MMH at our Centurion Office
Requirements
- Matric
- Excellent knowledge of the Momentum’s Complimentary products is essential
- Excellent knowledge of the Momentum Health (Momentum Medical Scheme) product is essential
- 2 - 3 years of client service experience
- Good understanding of the industry would be an advantage
- Knowledge of Oracle System is essential
- Proficient in Microsoft Office
Duties & Responsibilities
- Identifying risks to the company and escalate accordingly.
- Engaging in effective communication and delivery according to Service Level Agreements.
- Maintaining a consistent service delivery to ensure client retention and satisfaction.
- Obtaining and maintaining broad product and industry knowledge in order to effectively and
accurately respond to internal and external customer complimentary products queries.
- Ensuring Service Level Agreements are met and exceeded at all times.
- Providing first time resolution on queries of a complex nature.
- Dealing promptly with client requests in a competent, efficient and professional manner.
- Driving and supporting effective teamwork within the department.
- Engaging in appropriate training interventions to promote own professional development.
- Ensuring to demonstrate the company's values on a daily basis.
- Recording of all queries and interactions with customers onto the workflow system.
- To ensure the required turnaround time is met.
- To ensure that all correspondence sent out is of the highest quality.
Competencies
- A strong understanding of the medical aid and short term insurance industry
will be advantageous
- Take ownership of all technical complimentary products queries and ensure
that they are resolved timeously and effectively
- Complete documentation as per departmental guidelines in order to meet
client needs
- Utilise IT systems effectively, to ensure accuracy of documentation
- Adhere to organisational best practice and legislative requirements
- Adhere to policies and procedures and take corrective action where
necessar
- Ensure all risks are mitigated and escalated where necessary
- Ability to provide quality written feedback to clients on queries raised via

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.



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