Client Care Advisor MMH251020-4

1 day ago

Sandton, Gauteng, South Africa Guardrisk Full time

Role Purpose

  • To service business partners and clients coming into the Admed front office, primarily in the inbound and outbound call centre and secondly, where capacity constraints require, in the mailbox coordinating and the data capturing areas.
  • To ensure that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Admed customers.

Requirements
Formal Education

  • Matric

Technical/ Legal Certification

  • At a minimum, a certificate in customer servicing training or call centre skills AND administration skills
  • Computer literate - basic computer skills knowledge and experience, specifically in MS Office

Experience

  • Minimum 1-year inbound call centre experience
  • Minimum 1-year administration experience
  • Previous gap cover or medical scheme servicing or administration experience would be advantageous

Duties and Responsibilities

  • Receiving of incoming calls into the Admed call centre during office hours, in a professional and friendly manner;
  • Telephonic membership, premium and claims query handling through accessing the Admed administration system;
  • Managing of difficult and/or irate callers in a courteous, polite and calm manner;
  • Where a query cannot be handled from the call centre, routing telephonic queries to the relevant back office team members and ensuring that the queries are dealt with in a timely manner;
  • Where necessary, taking and distributing of messages to relevant team members in a timely manner;
  • Making outbound calls from the Admed call centre as-and-when necessary and instructed;
  • Ensuring a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders and colleagues;
  • Where high email volumes necessitate, providing support to the mailbox team for overflow inbound emails;
  • Assisting with any general and reasonable ad hoc administration requests as necessary across the Admed Division;
  • Ensuring that the principles of TCF are delivered across every function performed, with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint).

As an applicant, please verify the legitimacy of this job advert on our company career page

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