Introduction
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.
Role Purpose
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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
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