Call Centre Agent (ADMED) at Momentum Metropolitan Holdings Limited

Requirements

• Matric 
• 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
• Minimum 2-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

• Receive incoming calls into the Admed call centre during office hours in a professional and friendly manner.
• Handle telephonic membership, premium, and claims queries by accessing the Admed administration system.
• Manage difficult and/or irate callers courteously, politely, and calmly.
• Route queries that cannot be handled from the call centre to the relevant back office team members, ensuring timely resolution.
• Take and distribute messages to relevant team members promptly when necessary.
• Make outbound calls from the Admed call centre as needed and instructed.
• Ensure a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders, and colleagues.
• Support the mailbox team with overflow inbound emails when high email volumes necessitate.
• Efficiently manage complaints, ensuring every complaint is dealt with professionally.
• Assist with general and reasonable ad hoc administration requests as necessary across the Admed Division.
• Deliver the principles of Treating Customers Fairly (TCF) across all functions, with a specific focus on achieving TCF Outcome 6 (ensuring customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim, or make a complaint).