Service Consultant Health4Me - Cornubia, Durban at Momentum

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

• Matric 
• 1 - 2 years client service experience.
• Excellent knowledge Momentum Health System and products would be an advantage.
• Good understanding of the Medical Scheme Administration or Short Term Insurance industry.
• Excellent communication skills in Zulu/ Sesotho/ Sethwana/ Sepedi and/ or Zulu, in addition to English.

Duties & Responsibilities

• Identifying risks to the company and escalate accordingly.
• Engaging in effective communication and delivery according Service Level Agreements.
• Maintaining a consistent service delivery to ensure client retention and satisfaction.
• Obtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries.
• Ensuring Service Level Agreements are met and exceeded at all time.
• Providing first time resolution on queries 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 systems.
• To ensure the required turnaround time is met.
• To ensure that all correspondence sent out is of the highest quality.

Competencies

• A strong understang of the medical aid and short term 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.
• Adhere policies and procedures and take corrective action where necessary.
• Ensure all risks are mitigated and escalated where necessary.
• Ability to provide quality written feedback to clients on queries raised via email, fax, or post.