Client Care Advisor - Sandton at Momentum Metropolitan Holdings Limited

Role Purpose    

• To service business partners and clients coming into the Admed front office, primarily in the inbound and outbound call centre and secondly, where capacity constraints require, in the mailbox coordinating and the data capturing areas.

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

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
• Advantage - ability to speak English and Afrikaans fluently
• 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