Client Care Advisor (ADMED) at Momentum Metropolitan Holdings Limited

Requirements

• Matric 
• At a minimum, a certificate in customer servicing training or call centre skills and administration skills
• Computer literate - basic computer skills knowledge and experience, specifically in MS Office
• At least 1-year inbound call centre experience
• At least 1-year administration experience
• Previous gap cover or medical scheme servicing or administration experience would be advantageous

Duties & Responsibilities

• Receiving of incoming calls into the Admed call centre during office hours, in a professional and friendly manner
• Telephonic membership, premium and claims query handling through accessing the Admed administration system
• Managing of difficult and/or irate callers in a courteous, polite and calm manner
• Where a query cannot be handled from the call centre, routing telephonic queries to the relevant back office team members and ensuring that the queries are dealt with in a timely manner
• Where necessary, taking and distributing of messages to relevant team members in a timely manner
• Making outbound calls from the Admed call centre as-and-when necessary and instructed
• Ensuring a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders and colleagues
• Where high email volumes necessitate, providing support to the mailbox team for overflow inbound emails
• Efficiently managing of complaints received and ensuring that every complaint is dealt with professionally
• Assisting with any general and reasonable ad hoc administration requests as necessary across the Admed Division
• Ensuring that the principles of TCF are delivered across every function performed, with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint)

Competencies

• Excellent verbal, written and interpersonal communication skills
• Ability to professionally manage angry customers, listen to customers’ needs and communicate clearly with customers telephonically
• Results and solutions driven with a strong sense of responsibility and ownership
• Discipline, reliable and good time management skills
• Strong customer service orientation
• Strong administration skills – attention to detail and accurate