Case Manager

**Title** Case Manager

**Role Summary**

Answer inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources.

**QUALIFICATIONS**
- Minimum Grade 12

**EXPERIENCE**
- 2 to 3 years’ experience in a call centre environment

**RESPONSIBILITIES**

**OPERATIONAL**
- Frontline_
- Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements.
- Effective and professional call attendance within required call durationservice level criteria
- Analyze the nature of assistance requested or further action required
- Validate the client’s record
- Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information
- Log non-benefit calls accurately via the Mitel account code platform or on other platforms used.
- Explain the benefits and limits applicable
- Identify, implement and coordinate appropriate solutions
- Summarize and collate case related communications in the case register
- Immediately act upon any omissions or service failures identified during the course of the case management.
- Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
- Manage client expectations by communicating the workflow effectively
- Dispatch_
- Acknowledge receipt of case allocation on the system
- Appoint a service provider within contractual requirements timeframes
- Appoint the right and most appropriate supplier in the correct area
- Escalate any problems with the service provider to the Supervisor and Procurement department immediately
- Verify that correct rates are captured on the system for each case and are in line with the service level agreement with the supplier
- Validate the costs correctly and accurately
- Ensure that the correct mileage is added and authorized for each case where necessary
- Discuss the rates with the appointed supplier if they are not on the panel and ensure that case notes are always updated and accurate
- Advice the client that the service provider has been appointed
- Schedule a follow up at an agreed time and ensure the ETA is logged on the system
- Follow up_
- Acknowledge receipt of case allocation on the system
- Follow up within 20 minutes that the service provider has contacted the client
- Re-assign back to Dispatch to re-appoint another service provider where there is a problem
- Ensure that concise and adequate notes are updated on the system
- Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
- Complete the case on the system and close the case when a client is assisted.

**Competencies**
- **Documenting Facts**:Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
- **Managing Tasks**:Very effective at planning and organising, identifies clear priorities and milestones.
- **Taking Action**:Very energetic. Impatient to get things started and good at starting things off. Focused on making things happen.
- **Pursuing Goals**:Very ambitious and want to be successful. Achieves outstanding results, very persevering and will keep going no matter what.
- **Showing Composure**:Remains calm and does not get anxious before or during important events. Works well under pressure.
- **Team Working - **Works anticipatively with others; is democratic and encourages team contributions; collaboratively involves others in decision
- making.
- **Thinking Positively**:Is optimistic, positive and cheerful. Recover easily and quickly from setbacks.
- **Resolving Conflict**:Quick to resolve disagreements, effective at calming upset people and copes well with people who are upset.
- **Following Procedures**:Extremely rule following, procedural and risk averse.

**Salary**: R8 000,00 - R10 000,00 per month

**Experience**:

- call centre: 2 years (required)

**Language**:

- Afrikaans (required)