Service Consultant x10 - Temporary Contract at Momentum Metropolitan Holdings Limited

Role Purpose    

• Deliver professional service to clients through various servicing channels, responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

• Matric or an equivalent qualification
• 1 - 2 years experience in a callcenter or client service environment (essential)
• Experience in medical aid administrative and/or healthcare experience (essential)
• Excellent telephony and verbal communication skills
• Excellent typing skills and proficiency in MS Office

Duties & Responsibilities    

• First call resolution for resolving member and service provider queries.
• Flexibility to be able to handle telephonic and/or written inquiries.
• Ensuring the Scheme and in particular, Momentum Metropolitan Holdings Health is not unnecessarily exposed to financial risk asa result of incorrect information being provided to members and service providers.
• Ensuring quality service,production, first call resolution and appropriate follow-up to ensure resolution of queries
• which deliver effective individual contribution towards service level agreement compliance.
• Client retention and goodwill by effectively resolving queries from members, employer groups,service providers and the Scheme.
• Understanding and effectively using the call center telephony system and workflow management system.

Competencies    

• Ability to learn and apply new skills
• Team Orientation and attention to detail
• Flair for decision-making and problem solving
• Customer service orientated
• Initiating action (taking promptaction to accomplish objectives)
• Good listening skills
• Good telephone ettiquette
• Calm under pressure
• Ability to work in a structured environment