Medical Scheme Call Center Agent

2 weeks ago

Cape Town, South Africa Careforce Recruitment Full time

Our client, a managed care organisation is looking for a Call Centre Agent to be based in their Cape Town office. This is an equal opportunity oganisation with various businesses and/ or subsidiaries that service clients in the medical scheme and insurance industries.

**Job Title**: Medical Scheme Call Center Agent

**Department**: Customer Support

**Location: Cape Town, South Africa (In-office)**

(Monday to Friday:7h00 to 19h00; Saturday 8h00 to 15h00; Sunday 9h00 to 13h00)

(Overtime is required on Public Holidays and paid over and above)

**Contract Type**:Fixed Term Contract for period of 12 months (with possibility of becoming permanent thereafter)

**Effective date: 1 December 2023**

**Job Summary**:
We are seeking dynamic and multilingual individuals to join the call center team in Cape Town. As a Call Center Agent, you will be a crucial link between our customers and our cutting-edge medical scheme app. Your role will involve providing support for app-related inquiries, assisting with downloads, and addressing basic medical questions. In addition, you will be required to attend to and assist those beneficiaries who are not able to access the primary healthcare digital platform and app to conduct and complete a confidential primary healthcare screening and symptom evaluation and to facilitate a seamless transfer to a healthcare professional for further clinical management as and when needed.

**Key Responsibilities**:
**App Support**:
Guide customers through the process of downloading and using our medical aid app.

Troubleshoot technical issues and provide effective solutions in a clear and concise manner.

**Multilingual Support**:
Communicate effectively in English and at least one additional language. Zulu, Xhosa, Afrikaans, Sesotho or Setswana will be advantageous, but other South African languages are also welcomed.

Assist a diverse range of customers in their preferred language.

**Empathetic Customer Assistance**:
Effectively dealing with client queries and complaints

Listen actively and empathetically to customer concerns and assist with relevant guidance to persons seeking/ needing primary healthcare services.

Provide clear and supportive explanations tailored to the customer's understanding.

**Problem Solving**:
Analyze customer issues and find effective solutions while demonstrating patience and understanding.

Escalate complex technical or medical inquiries to specialised teams, as necessary.

**Documentation**:
Maintain accurate and detailed records of customer interactions and solutions provided.

**Tech-savvy Approach**:
Assist customers in navigating the app's features and functionalities.

**Qualifications**:

- Minimum education: Grade 12 (Matric) (South African equivalent). University and Diploma Grade preferred.
- Fluency in English and at least one additional language from Zulu, Xhosa, Afrikaans, Sesotho, or Setswana.
- Excellent computer literacy and the ability to adapt to new technologies quickly.
- Previous customer service experience, preferably in a call center environment. Experience in the on
- line sales or insurance industry will be advantageous.

**Personal Attributes**:

- Exceptional communication skills with the ability to communicate complex information in a simple and understandable manner.
- Empathetic and patient listener, with a genuine desire to help customers.
- Adaptability and a positive attitude in a fast-paced and evolving work environment.

**On Offer**:
CTC of ZAR 14 000 to 18 000 (includes performance incentive)

Training and development opportunities.

Medical Scheme and Employee Wellness programme.

A supportive and inclusive work environment that values diversity and teamwork.

**Salary**: From R14,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Cold calling: 1 year (preferred)

Application Deadline: 2023/11/10

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