Service Consultant Call Centre Temp x4 - Cornubia, Durban at Momentum Metropolitan Holdings Limited

Role Purpose    

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

Requirements    

• Matric
• 1 - 2 years of Momentum Medical Scheme experience isessential
• Relevant tertiary qualification would be an advantage
• 2 - 3 years of client serviceexperience
• Good understanding of the industry would be an advantage
• Knowledge of Momentum Health product would be an advantage
• Knowledge of Oracle System would be an advantage

Duties & Responsibilities    

• Identifying risks to the companyand escalate accordingly
• Engaging in effective communication and delivery according to Service Level Agreements
• Maintaining a consistent servicedelivery to ensure client retention and satisfaction
• Obtaining and maintaining broad product and industry knowledge in order to effectively andaccurately respond to custome rqueries
• Ensuring Service Level Agreements are met and exceeded at all times
• Providing first time resolution onqueries of a complex nature
• Dealing promptly with client requests in a competent, efficient and professional manner
• Driving and supporting effective teamwork within the department
• Engaging in appropriate training interventions to promote own professional development
• Ensuring to demonstrate the company's values on a daily basis
• Recording of all queries and interactions with customers onto the workflow system
• To ensure the required turnaround time is met
• To ensure that all correspondence sent out is of the highest quality.

Competencies    

• A strong understanding of the medical aid and short term insurance industry will be advantageous
• Take ownership of all queries and ensure that they are resolved timeously and effectively
• Complete documentation as per departmental guidelines in order to meet client needs
• Utilise IT systems effectively, to ensure accuracy of documentation
• Adhere to organisational best practice and legislative requirements
• Take ownership of all queries and ensure that they are resolved timeously and effectively
• Adhere to policies and procedures and take corrective action where necessary
• Ensure all risks are mitigated and escalated where necessary
• Ability to provide quality writtenfeedback to clients on queries