Agent: Call Centre GEMS (Ndebele Speaking) at AfroCentric Group

Job description

Key Role:

The agent will be responsible for resolving medical aid queries of members and other stakeholders through a call centre environment. The client requires an agent that speaks Isindebele fluently (Preferably as their first language).

Requirements:

Experience

• 1 - 2 years call centre experience, preferably in the medical industry.
• Must be fluent in Isindebele.

Qualifications

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

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 queries within standards and service level agreements
• Correctly route all escalated calls to correct departments
• Professionally handle automated authorisations
• Accurately capture data
• Professionally handle all client communications
• Assist in other departments 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 Medscheme 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

Medscheme is an equal opportunity employer and is committed to Employment Equity

If you do not here from us within two weeks after the vacancy has closed, kindly consider your application as unsuccessful.