Client Contact Centre Administrator

AtripleA recruitment & temps; Cape Town; On-site; ZAR 167,400 - 223,200; Full time

Job summary

A recruitment agency is seeking a Client Contact Centre Administrator in Cape Town. This role involves managing inbound calls, resolving client queries, and maintaining high standards of customer service. Candidates should have a minimum of 2 years' experience in a call centre environment and demonstrate strong communication skills. The position requires excellent time management and the ability to work well under pressure. Additional duties include updating client records and maintaining quality service standards.

Qualifications

• Minimum 2 years of experience in a client service or call centre role.
• Knowledge of individual life policy administration.
• Understanding of medical aid processes.

Responsibilities

• Handle inbound customer queries and provide resolutions.
• Maintain high standards of customer service.
• Update client information accuracy.

Skills

Good written and verbal communication skills

Good negotiation skills

Intermediary MS Office skills

2 years proven client service/call centre experience

Good time management

Ability to cope with pressure

Job description

Client Contact Centre Administrator (Cape town)

Job Title: Client Contact Centre Administrator (Cape town)

Job Description

The Client contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service. They also respond to claim related queries and correspondence received.

Key Responsibilities and Duties

• To be logged onto the Client Services inbound telephone queue and web touchpoint.
• Resolve a minimum of 30 telephone calls per day.
• Respond to and resolve about 15 general/claim related correspondence queries per day within a 24-hour turnaround time.
• Maintain and update your daily workflow queue for management reporting.
• Strive to have zero lost calls per day.
• Log all telephone calls received on the policy/claim records.
• Verify and update, if necessary, all personal contact information for clients, including medical aid details.
• Ensure relevant processes are adhered to and the policy option and commencement date are checked before providing information and advice and ensure the applicable potential claim disclosure is communicated to the client when necessary.
• Achieve a minimum QA (quality standard) of 90%.
• Interact with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim.
• Liaise with the Manager regarding the claim decision pertaining to a client query when necessary.
• Deal with client queries professionally, adequately, and timeously.
• Arrange for priority claim investigations and escalations.
• Be proactive and apply the TCF principals in every aspect of your job functions.
• Perform other basic policy administration related functions.
• Answer the telephone within 2 rings and resolve the client/broker query/request in a professional and timely manner.
• Always try to retain clients when they call in to cancel their policy.

Skills

• Good written and verbal communication skills.
• Good negotiation skills and effective in dealing with customers and meeting their expectations.
• Ability to apply administration principals and work with detail and with a high level of accuracy.
• Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills.
• Individual life policy administration knowledge and experience.
• Medical Aid understanding and servicing experience.
• 2 years proven client service/call centre experience.
• Good time management.
• Proactive and creative in resolving queries.
• Good use of initiative.
• Ability to understand the bigger client or claim picture and the impact your interaction with the client can have on the business.
• Planning and organising.
• Works well in a team and independently.
• Ability to cope with pressure and setbacks.
• Ability to work independently.

Attitude

• Ability to work well under pressure.
• Commitment to meet daily targets.
• Self-motivated.

To apply, please submit your CV, as well as your latest payslip, to [e-mail].