Client Relationship Manager - Escalations (Healthy Company) at Discovery Limited

Key Purpose

• Assumes accountability and resolution of escalated queries and complaints from Intermediaries, Employers, and Members (telephonically, via e-mail/letter and on face-to-face basis).

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• Resolution of escalations and complaints (telephonically, via e-mail/letter and on face-to-face basis) of escalated complaints from Intermediaries, Employers and Members.), including those received via Wellness Advisers (WAs) and Corporate Service Managers (CSMs).
• Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers, and Members)
• Reach out to at-risk clients and provide basic emotional support.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
• Identifying the proposing solutions to process and service-related failures.  Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any problem that might arise
• Attend meetings and give training on request
• Support role to the corporate service manager and Wellness Advisors
• Compiling and drafting of reports and letters
• Analysing and summarizing reports and providing feedback to Management
• Market drives and other projects as and when required
• Facilitate member training and employer helpdesk sessions upon request.
• Attend meetings and deliver training sessions as required.

Personal Attributes and Skills

• Strong Intra & interpersonal skills
• Professional written and verbal communication
• Must be able to work with targets and deadlines, strong work ethic
• Positive outlook and internally motivated
• Compassion and an interest in mental health
• Customer focus
• Analytical and reporting skills
• Personal learning and Priority setting

Education and Experience

The following requirements are essential:

• 12 Months Discovery Health experience with regards to client/employer interaction with experience in dealing with escalated queries (telephonic/email)
• Have thorough knowledge of Discovery’s products, systems and processes
• Be proficient in English (writing, reading, speaking)
• Experience as a Senior contact centre consultant/Service Specialist
• Performance of 100% or above to be achieved over six months

The following requirements will be advantageous: 

• Clinical/Medical knowledge
• Extensive Paradigm knowledge
• Outlook, Word & Excel knowledge
• Bilingual