Client Experience Specialist – Complex Member Support

PPS Recruitment; Centurion; On-site; ZAR 260,000 - 360,000; Full time

Job summary

PPSHA is hiring a Consultant in our Client Services Department in Centurion. The role requires deep knowledge of medical aids, strong communication, and a proactive approach to customer satisfaction.

The successful candidate will handle inquiries across channels, maintain up-to-date scheme knowledge, and work well under pressure while supporting internal teams and complex member cases.

Qualifications

• Grade 12 is required; a 3-year tertiary qualification is desirable.
• Minimum 2 years in a Call Centre environment.
• Sound knowledge of the Medical Aid Industry, Scheme Rules & Regulations, ISO and related legislation.

Responsibilities

• Render professional service to internal and external clients to promote PPSHA and service campaigns.
• Ensure exceptional service to Complex Members and keep them satisfied.
• Handle enquiries via phone, chat, video conference, fax, email and in person.
• Communicate clearly to conclude enquiries and provide feedback on resolution.
• Escalate complex queries to Hub Co-coordinators for investigation and resolution.
• Maintain knowledge of Scheme rules, processes and systems.
• Prepare correspondence to members, brokers and providers with required information.
• Ensure first contact resolution and accurate recording of all enquiries.

Skills

Call centre experience

Medical industry knowledge

Strong communication

Afrikaans

Team player

Problem solving

Computer literacy

ISO knowledge

Scheme rules

Education

Grade 12

3-year tertiary qualification

Tools

Medical administration system

Job description

PPSHA is hiring a Consultant in our Client Services Department in Centurion. The role requires deep knowledge of medical aids, strong communication, and a proactive approach to customer satisfaction.

The successful candidate will handle inquiries across channels, maintain up-to-date scheme knowledge, and work well under pressure while supporting internal teams and complex member cases.