Job Description

Closing Date 2024/07/23
Reference Number MMH240718-2
Job Title Client Care Advisor (ADMED)
Position Type Permanent
Role Family Client Services
Cluster Guardrisk
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Sandton
IntroductionTo 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.
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role PurposeTo 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 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

PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan