Customer Service Advisor (Dis-Chem Health) - Midrand at Dis-Chem Pharmacies

Dis-Chem Pharmacies’ in Midrand has an opportunity available for a Customer Service Advisor to join their Dis-Chem Health team. The main purpose of this role will be to resolve customer queries pertaining to product, service or offerings of the Dis-Chem Health Insurance and extra by Dis-Chem programme. Troubleshoot all customer queries and provide timeous sound advise to enhance the Dis-Chem Brand.

Minimum Requirements…

Essential:

• Grade 12 / Matric and Undergraduate qualification in Business Admin or Public Relations
• Minimum of 2 - 3 years’ experience in customer service or call center operations

Advantage

• Diploma/Degree in Customer Service/ Customer Relations/ Communications
• Minimum of 1 years’ Health Insurance customer service experience

Job Specification...

Health Insurance Customer:

• Respond to Dis-Chem Health and extra by Dis-Chem queries, compliments, and complaints on C4C and any other required platforms.
• Resolve and provide product information - pertaining to Dis-Chem Health and - extra by Dis-Chem products.
• Keep abreast of all product updates and engage line manager to understand new developments and prospects that are important for customers.
• Act as the interface between member/client, as well as between member/client and the Insurer (KAELO) . Keep the channels of communication open.
• All written and verbal communication with clients should be a high standard requesting information or advising of outcome to query efficiently and expeditiously.
• Provide accurate information on products and services to clients to ensure consistency across the organisation.
• Provide feedback to the consultants and clients where applicable on queries or applications.
• Perform follow-ups on queries and resolve escalated problems of clients in adherence to the agreed standard operating procedures (SOPs).
• Follow up and resolve any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.
• Ensure effective internal and external communication with integrity and respect.
• Proactively identify and escalate potentially fraudulent accounts and transactions so that they can be investigated appropriately in accordance with company processes.
• Identify and understand customer needs to consistently provide a high-quality service.
• Liaise with the -KAELO and other external parties, when necessary, daily accurate and detailed communication and correspondence with clients, both formal and informal where required

Compliance Regulation:

• Perform duties in such a manner that the relevant Treating Customers Fairly (“TCF”) outcomes are delivered.
• Constructively speaks up about any TCF shortcomings in any part of the business.
• Ensure personal information of customers are protected in accordance with the Protection of Personal Information Act (“POPIA”).

Reporting and Administration:

• Monitor the customer churn over time and see what causes higher rates to improve the results in the future.
• Maintain filling and accurate data capturing on CRM and admin tracker.
• Check CRM for the customer’s Dis-Chem extra entity ID and escalate any issues to the KAELO team.
• Utilize SAP CRM to look up till slips for customers to confirm if they have earned their - extra by Dis-Chem rewards.
• Manage and report on Dis-Chem Health and - extra by Dis-Chem customer queries received via telephone, email and social media channels within the set Service Level Agreement.
• Monitor the assigned C4C tickets that are attended to within Service Level Agreement.
• Report all system or technical issues you experience to your superior.

General:

• Adhere to excellent telephone and email etiquette at all-time according to Dis-Chem standard operating procedures.
• Adhere to Dis-Chem Policies and Standard Operating Procedures.
• Time Keeping – Be at your workstation 10 – 15 minutes before your shift
• Adhere to the Dis-Chem Customer Care standard operating procedures.

Competencies

Essential:

• Problem solving, logical reasoning, good sense of memory and being about to pay attention when speaking to a customer
• Emotional intelligence
• Communication skills
• Ability to form relations in the business and high sense of customer service
• Time-management and be able to exhibit a high level of professionalism and attention to detail
• Computer skills – Microsoft Office: Word, Excel, PowerPoint, Outlook, SAP CRM, C4C, Administration, Customer Service.