Dental Service Consultant at Health Solutions Africa

Role Purpose    

Deliver professional service to clients through various servicing channels (inbound calls, emails,walk-in interactions etc.), responding to their needs,concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

• 2 - 3 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices Exposure to the insurance industry(preferred)
• Formal qualifications Matric or equivalent, Formal qualifications Business related qualification
• On-the-job training /qualifications Product training,Specific licensing or registration null, Verbal and written communication
• Service orientation
• Problem solving Detail-oriented
• Prioritisation Teamwork and collaboration Adaptability Display initiative
• Proficient in English and another official South African language (e.g.Afrikaans, Zulu, Xhosa etc.)(preferred)
• MS Office Suite (Word, Excel)
• Business Area-specific products and procedures (preferred)

Duties & Responsibilities    

• INTERNAL PROCESS
• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement 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 policy guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• 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.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional,industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.