Client Relationship Manager - Walk in Centre - Sasolmed - Secunda

Discovery Limited; KwaZulu-Natal; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A leading insurance company is seeking a customer support representative in KwaZulu-Natal. The role involves addressing queries related to claims, benefits, and providing solutions to service issues. Candidates should have at least 24 months of face-to-face customer service experience and be proficient in written communication in English. An ability to speak an African language and knowledge of the Medical Scheme Industry is advantageous. This position emphasizes building relationships for effective query resolution.

Qualifications

• Minimum of 24 months face-to-face customer service experience.
• Ability to speak an African language is advantageous.
• Knowledge of the Medical Scheme Industry and the Medical Scheme’s Act is a plus.

Responsibilities

• Provide support with queries related to claims investigations and benefits.
• Identify and propose solutions to process and service failures.
• Establish and maintain relationships for effective query resolution.
• Resolve escalated queries swiftly and efficiently.
• Draft professional written responses in English.

Skills

Time Management

Verbal and written communication

Problem solving skills

Presentation skills

Relating to others

Education

Matric

Relevant tertiary qualification

Tools

MS Office

Job description

Key Purpose

Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions

Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries

Key Outputs

Focuses on customer needs through the resolution of queries

Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.

Presenting and communicating information effectively so as to ensure clear understanding and buy-in

Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks. Gains clear agreement and commitment from others by persuading, convincing and negotiating.

Resolve highly escalated queries swiftly and efficiently

Coordinating own and team’s administration

Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny

Competencies

Behavioral Competencies

• Action orientated
• Being open and receptive to feedback and change
• Deciding and initiating action
• Ethics and Values
• Managing diverse relationships
• Adapting to change
• Communication and writing skills
• Ability to work independently
• Meeting and exceeding customer expectations

Skills

• Time Management
• Verbal and written communication
• Problem solving skillsPresentation skills
• Relating to others

Qualifications & Experience

Essential

• Matric
• MS Office Knowledge
• Minimum of 24 months Face-to-face customer service experience

Advantageous

• Relevant tertiary qualification
• Must be able to speak an African language
• Medical Scheme Industry knowledge and Medical Scheme’s Act knowledge
• Drivers license

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.