Correspondence Service Consultant at Health Solutions Africa

Role Purpose    

Provide an effective and efficient service to clients by receiving, evaluating and responding to electronic/written/walk in enquiries within the agreed Service Level Agreement and legislative and compliance requirements.

Requirements    

• It is essential to have a National Senior Certificate (Mathematics or Mathematical Literacy as a Grade 12 subject is highly advantageous)
• A business related qualification is preferred 
• Proficiency in English and another official South African language
• 6 – 12 Months working experience in a client service environment with knowledge of customer service principles and practices would be an advantage
• Excellent literacy, numeracy and communication skills

Duties & Responsibilities    

• Engage with clients and/or intermediaries in a professional manner to resolve all queries within service level agreements (SLA) 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 guidelines.
• Capture and update client information on relevant system/s, based on data received.
• 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.
• Liaising with other departments to resolve queries.
• Recording all queries and interactions with customers in the correct manner.
• Assisting with telephonic queries as and when needed.
• Assisting walk-in clients.
• Overseeing scheme communication applications as per service level agreements.

Competencies    

• Display a sense of urgency
• Meticulous attention to detail
• Ability to multi-task and capability to manage those tasks
• Good interpersonal skills
• Exceptional time management
• Pro-active
• Robust stress resistant personality and a high tolerance for a stressful environment
• Must be positive and self-motivated, with a strong self-confidence