Provide professional stakeholder support through attending to incoming calls from customers and respond to and resolve queries based on pre-defined standard operating procures, and refer complex queries, and provide customers with relevant information.<\/p>\n
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Job Title: Contact Centre Agent<\/strong> Job Summary:<\/strong> Requirements:<\/strong> \u20220-2 experience in Customer Service<\/p>\n QUALIFICATIONS:<\/strong><\/p>\n \u2022Matric\/Grade 12 or NQF Level 4<\/p>\n KNOWLEDGE:<\/strong><\/p>\n \u2022 Relevant legislation and regulatory frameworks
\nLocation:<\/strong> Randburg, Gauteng, South Africa
\nReference #:<\/strong> OCCA2104
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\n\u2022Respond to inbound calls and emails, and provide a resolution based on pre-defined standard operating procedures for calls received through the Call Centre as per the SLA\u2019s or refer complex queries to Team Leader for assistance if necessary.
\n\u2022Provide first call resolution where possible and refer or escalate complex queries to ensure continuous customer satisfaction.
\n\u2022Provide members with product, services and membership information through the Scheme approved protocols.
\n\u2022Identify and escalate priority issues and route calls to the appropriate department for resolution.
\n\u2022Direct Members to the correct service provider when claims relate to authorizations or relevant Managed Care Providers.
\n\u2022Record, investigate and resolve customer complaints and give feedback timeously.
\n\u2022Print claims where necessary.
\n\u2022Accurately update member information where necessary.
\n\u2022Log the details of new members, for referral to Optivest.
\n\u2022Document all call information according to Standard Operating Procedures.
\n\u2022Complete all call logs and produce call reports.
\n\u2022Research required information in order to address customer needs and queries, using available resources.
\n\u2022Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
\n\u2022Support and provide evidence to all internal, external and ISO audit requirements.
\n\u2022Assist in maintain quality risk management standards in line with the requirements from ISO9001:2015.
\n\u2022Maintain and enforce all contact centre related Service Level Agreements to minimise business risk and ensure business continuity.
\n\u2022Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
\n\u2022Support and provide evidence to all internal, external and ISO audit requirements.
\n\u2022Assist in maintain quality risk management standards in line with the requirements from ISO9001:2015.
\n\u2022Maintain and enforce all contact centre related Service Level Agreements to minimise business risk and ensure business continuity.
\n\u2022Comply with all related Standard Operating Procedures in consultation with the Supervisor: Contact Centre to ensure business optimisation.
\n\u2022Adhere to all relevant laws, policies and Standard Operating Procedures throughout the organisation.
\n\u2022Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration.
\n\u2022Liaise with members, brokers and healthcare professionals and 3rd parties delivering exceptional customer service.<\/p>\n
\nEXPERIENCE:<\/strong><\/p>\n
\n\u2022 Risk Management practices and principles
\n\u2022 Business Acumen
\n\u2022 Annexures and Scheme rules
\n\u2022 Technical problem solving
\n\u2022 Medical Insurance
\n\u2022 Call Centre Systems and processes<\/p>\n