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Customer Retention Specialist

2 weeks ago

Centurion, Gauteng, South Africa AfroCentric Group Full time
Job Description

This is a fantastic opportunity to join the AfroCentric Group as a Retentions Consultant Centurion. In this role, you will be responsible for delivering exceptional customer service and ensuring that our members receive the best possible experience.

The ideal candidate will have a strong background in call centre operations, preferably within the medical industry, and will possess excellent communication skills. You will also need to have a deep understanding of scheme products and options, as well as knowledge of processes and procedures.

Duties and Responsibilities
  • Client Service Delivery: Provide exceptional customer service to our members, addressing their queries and concerns in a timely and professional manner.
  • Compliance and Risk Management: Ensure that all legal, statutory and regulatory requirements are met, and operational risk is minimized.
  • Financial Management: Contribute to cost savings within the department, working towards achieving financial goals and targets.
  • Operating Model: Engage with clients to resolve queries efficiently, provide accurate and informative feedback, and meet delivery objectives.
  • Operational Implementation of Strategy: Stay up-to-date with operational changes, deliver according to defined operational best practice, and identify opportunities for continuous improvement.
  • Operational Leadership: Deliver personal performance within Human Capital frameworks and policies, engage in development, coaching and mentoring, and support transformation through valuing diversity.
  • Stakeholder Management: Build and maintain effective relationships with customers and stakeholders, addressing complaints in alignment with policies and procedures.

Key Performance Indicators:

  • Achieve set retentions targets.
  • Decrease the drop-off rate of the overall Tendahealth membership base.