Client Services Administrator: Call Centre - Cape Town at Momentum

Role Purpose    

• To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries.

Requirements    

• Grade 12
• 1-2 years relevant experience inclient servicing environment
• Customer orientation
• Computer skills. (Basic MS Knowledge)
• Advantages: Minimum 6 monthsCall centre experience in acustomer service environment

Duties & Responsibilities    

• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation iscompleted accurately and correctly as per departmental guidelines in order to meet client needs.
• Effectively utilise IT systems toensure accuracy of documentation.
• Adhere to policies and proceduresand take corrective actions where necessary.
• Ensure all risks are mitigated and escalated where necessary.
• Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
• Keep abreast of MMI product changes in order to effectively and accurately assist with client queries.
• Ensure Service Level Agreementsare met and exceeded.
• Deal promptly with client requests in a competent, efficient and professional manner.
• Collaborate and partner with team members in order to drive and support effective teamwork.
• Display and live the MMI values when dealing with clients, stakeholders and members.

Competencies    

• Planning and organising.
• Accountability.
• Customer orientation.
• Attention to detail.
• Telephone Etiquette. (Good telephone manner with a clearspeaking voice)
• Communication skills and ability tobuild report with the customer(professional and courteous)
• Good attention to detail.
• Ability to learn and apply largeamounts of information andkeeping up with new information.
• Teamwork.
• Delivering results and meetingcustomer expectations.