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Closing Date
2023/06/17
Reference Number
MMH230420-2
Job Title Customer Service Agent X4
Position Type Permanent
Role Family Client Services
Cluster Health Solutions
Remote Opportunity None of the time
Location – Country South Africa
Location – Province Western Cape
Location – Town / City Bellville
Introduction
Momentum Health Solutions, anentity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in different segments and maximize lifetime client value. We build and maintain a culture of innovation, and create value through unique insights into how to achieve specific outcomes by using a defined set of Health capabilities.
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 call center 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. Ensure that the program, and in particular Momentum Metropolitan Holdings Health, is not exposed to unnecessary financial risk as a result of inaccurate information being provided to members or service providers.
We ensure quality service, production, first call resolution, and proper follow-up to ensure resolution of requests that effectively contributes to compliance with service level agreements.
Gain customer retention and trust by effectively resolving requests from members, employer groups, service providers and programs.
Understand and effectively use call center phone systems and workflow management systems.
Competencies
Ability to learn and apply new skills
Team direction and attention to detail
Ability to make decisions and solve problems
customer service oriented
take action (take immediate action to reach your goals)
good listening skills
good phone etiquette
keep calm under pressure
Ability to work in a structured environment
