Service Recovery Consultant - Centurion at Momentum

Requirements

• Matric (Grade 12)
• Diploma would be advantageous
• Proven track record in dealing with escalations and queries.
• Minimum of 3 years of experience in a Call Centre/ Correspondence department
• 3 – 5 year's Medical Aid industry experience
• Business communications skills

Duties & Responsibilities

• Handling high level unresolved queries/disputes arising from clients.
• Ensure that the appropriate service recovery measures and plans are implemented to handle member escalations.
• Liaising with the departments that do not meet the standards of service as laid down in Scheme Service Level Agreements.
• Identify areas where training is required to improve service levels.
• Identify process and system shortfalls in order to improve efficiencies.
• Reduce repeat calls and volumes into the business.
• Building and maintaining relationships with coaches, service managers & heads of the various business units.
• Keeping a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
• Ensuring that member feedback on queries received is finalised within 24 hours of receipt.
• Reports as requested by the Scheme are accurately and timeously completed and included in the necessary documents.
• Ensure that all departments meet requirements as per service level agreement with Scheme.
• Process improvements are tracked and there is evidence to show improvement.