Job Description

CALL CENTRE AGENT

Position Purpose

To resolve medical aid queries of members and other stakeholders through a call centre environment.

Experience

3 years call centre experience, preferably in the medical industry, Gap Cover and PHI

Qualifications

Matric, Call Centre, Customer Services certificate /qualification advantageous. RE5 Required

Accountabilities

Client service delivery and quality:


Follow procedures and cooperate with peers and leader for best possible service delivery



Compliance and Risk Management:

Defined legal, statutory and regulatory compliance is maintained at the required standards Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary


Financial Management:


Contribute to cost savings within the department to assist with financial goals and targets



Operating Model:

Handle telephone and email/web queries within standards and service level agreements Correctly route all escalated calls to correct departments Professionally handle hospital claim queries Accurately capture data Professionally handle all client communications Assist in other job functions within the department when the need arise Meet delivery objectives through working with other team members within and linked to the department / project Resolve operational performance variations and problems and escalate unresolved issues to higher levels Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery


Operational Implementation of Strategy:

Keep up to date with operational changes implemented in response to important external influences Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement


Operational Leadership:

Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives Engage in development, coaching and mentoring Support transformation through valuing diversity Behave in alignment with the Afrocentric values


Stakeholder Management:

Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in

Position Specific Outputs

Handle day-to-day customer interactions for Sanlam Gap, ensuring customer satisfaction by addressing inquiries and resolving issues. Provide support through various communication channels and enhance the overall customer experience by maintaining a professional and customer-centric approach. Handle complex queries in an empathetic manner Communicate with customers telephonically and through written correspondence

Competency Requirements

Knowledge:

Understanding of Call Centre technology Knowledge of scheme rules and contractual negotiations Knowledge and application of relevant legislation Knowledge and application of processes and procedures


Skill:

Business Writing Skills Communication Skills Computer Technology Skills Task Management Adobe Creative Suite Data modelling and evaluation Problem solving and decision making skills Attention to Accuracy and Detail Numerical Ability Customer Focus Relevant systems knowledge and application Strong Interpersonal skills and ability to build customer relationships Customer centricity and servicing skills Excellent communication and problem solving skills

Ability to work in a fast paced environment