Regional Helpdesk Agent (Nelspruit) at Metropolitan

Role Purpose    

Deliver professional service to clients through various servicing channels (inbound calls, emails, walking 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 client service or call centre 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 (Advantageous).
• 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

Competencies    

• Examining Information
• Documenting Facts
• Articulating Information
• Showing Composure
• Upholding Standards
• Takes action to make things happen
• Establishing Rapport