Job Description

Closing Date 2024/01/19
Reference Number MMH231218-11
Job Title Temporary Customer Services Agent X20
Position Type Temporary
Role Family Client Services
Cluster Health Solutions
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Cape Town
Introduction

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
Role Purpose

Are you currently unemployed and living in the Cape Town region?

Are you seeking a Workplace Readiness Programme to develop your potential and create a bright future at an industry-leading health business? Are you a dynamic, self-starter who is passionate about client service? This is the opportunity for you! We have an exciting 6 months Customer Services Agent (Workplace Readiness Programme) available at Momentum Health Solutions.

The Workplace Readiness Programme creates a pipeline of young talent within the business and provides an opportunity for you to gain on-the-job practical workplace experience while providing on-going support and training. Although completion of the programme does not guarantee full-time employment, it allows invaluable experience for you to kick start your career as it enables learners to prepare for the workplace and promotes access to increased employment opportunities within the Medical Aid Administration and insurance industry.

What is the role of a Customer Services Agent in the business?
A Customer Services Agent ensures that our clients receive the best possible client experience by addressing their queries with enthusiasm and accountability.
Requirements

• Completed Grade 12 (Matric) Certificate.

• Passed Mathematics or Mathematical literacy with minimum 40%.

• Passed English and another SA language with a minimum of 40%.

• Computer Literacy is an added advantage.

• Should live within a 20km radius from our Parc Du Cap offices in Bellville, Western Cape.

• Unemployed and can commit 6 months to the programme.

• People with disabilities are encouraged to apply.

• Upload certified copy of matric certificate and ID (Copies should not be older than 3 months).

Duties & Responsibilities

INTERNAL PROCESS

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.

• Take ownership of complaints and ensure they are resolved timeously and effectively.

• Provide clients with the relevant information and documentation as required in line with policy guidelines.

• Capture and update client information on relevant systems based on data received from the client.

• Accurately complete all administrative and reporting requirements within agreed timeframes.

• Adhere to legislative / compliance requirements in the service process.

• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.

• Escalate client queries to the relevant department or stakeholder.

• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.

• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.

• Provide authoritative, expertise and advice to clients and stakeholders.

• Build and maintain relationships with clients and internal and external stakeholders.

• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.

• Make recommendations to improve client service and fair treatment of clients within area of responsibility.

• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.

• Positively influence and participate in change initiatives.

• Continuously develop own expertise in terms of professional, industry and legislation knowledge.

• Contribute to continuous innovation through the development, sharing and implementation of new ideas.

• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.

• Identify opportunities to enhance cost effectiveness and increase operational efficiency.

• Manage financial and other company resources under your control with due respect.

• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

• Demonstrate commitment to working within the medical scheme industry.

• Attention to detail.

• Ability to work under pressure while being client centric at all times.

• Good communication skills with the ability to access and use information.

• Ability to think on one's feet and problem solving skills.

• Collaboration and inclusiveness.

• Self-management and results driven

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan