Job Description

Introduction

Service business partners and clients coming into the Admed front office, primarily through the inbound and outbound call centre. Additionally, provide support in mailbox coordination and data capturing areas when capacity constraints require.

Disclaimer

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

Role Purpose

Service business partners and clients coming into the Admed front office, primarily through the inbound and outbound call centre. Additionally, provide support in mailbox coordination and data capturing areas when capacity constraints require.

Requirements

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
At least 2-year inbound call centre experience
At least 1-year administration experience
Previous gap cover or medical scheme servicing or administration experience would be advantageous

Duties & Responsibilities

Receive incoming calls into the Admed call centre during office hours in a professional and friendly manner.
Handle telephonic membership, premium, and claims queries by accessing the Admed administration system.
Manage difficult and/or irate callers courteously, politely, and calmly.
Route queries that cannot be handled from the call centre to the relevant back office team members, ensuring timely resolution.
Take and distribute messages to relevant team members promptly when necessary.
Make outbound calls from the Admed call centre as needed and instructed.
Ensure a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders, and colleagues.
Support the mailbox team with overflow inbound emails when high email volumes necessitate.
Efficiently manage complaints, ensuring every complaint is dealt with professionally.
Assist with general and reasonable ad hoc administration requests as necessary across the Admed Division.
Deliver the principles of Treating Customers Fairly (TCF) across all functions, with a specific focus on achieving TCF Outcome 6 (ensuring customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint).

Competencies

Excellent verbal, written and interpersonal communication skills
Fully bilingual - ability to speak English and Afrikaans fluently
Ability to professionally manage angry customers, listen to customers' needs and communicate clearly with customers telephonically
Results and solutions driven with a strong sense of responsibility and ownership
Discipline, reliable and good time management skills
Strong customer service orientation
Strong administration skills - attention to detail and accurate
Self-driven with an ability to work independently as well as to function effectively within a team
The ability to remain interested and focused when repeating information
Resilience and ability to work under pressure
Willing to go beyond the normal working day to achieve target service levels
* Quick to learn