Regional Helpdesk Agent (Kimberly) at Momentum Metropolitan Holdings Limited

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 Medical Aid or Insurance industry (preferred).
• Matric or Business related qualification.
• Proficient in Afrikaans (required).
• MS Office Suite (Word, Excel and Outlook).

Duties & Responsibilities

• 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 systems based on the 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, system failures and enhancements to improve client experience.
• Investigate client queries within the agreed service level and ensure that clients receive 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.