Job Description

Introduction

Join our dynamic Admed Client Care team as a Client Care Advisor and play a key role in delivering exceptional service to our clients and partners. This temporary role is ideal for a confident communicator with a passion for people, strong administration skills, and experience in a client service or call centre environment. If you're detail-oriented, adaptable, and driven to make every customer interaction count, we'd love to hear from you.

Disclaimer

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

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 & 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).

Competencies

Excellent verbal, written and interpersonal communication skills.
Advantage - ability to speak English and OR 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
* Adaptability and initiative