Client Services Consultant

PPS; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

PPS is seeking a Consultant in our Client Services Department in Centurion to provide professional service to internal and external clients, and to uphold PPSHA values. The role emphasizes accurate handling of enquiries, knowledge of scheme rules, and strong communication skills.

The successful candidate will be a strong team player with at least 2 years in a call centre and a good understanding of the medical aid industry.

Qualifications

• Grade 12 or equivalent required.
• 3-year tertiary qualification in related field desirable.
• 2+ years experience in a call centre.
• Sound knowledge of the Medical Aid Industry, Scheme Rules & Regulations, ISO and related legislation.
• Excellent business communication and writing skills with telephone etiquette.
• Fluency in Afrikaans is advantageous.
• Strong teamwork abilities and ability to work under pressure.
• Computer literacy and exposure to Medical Administration system is a plus.

Responsibilities

• Render professional banking-level service to internal and external clients to promote the Company and Service Campaign.
• Ensure service delivered to complex members is exceptional and that they stay satisfied.
• Receive all enquiries (telephonic or written) from clients and respond efficiently.
• Communicate via phone, chat, video conference, fax, email to conclude enquiries.
• Facilitate corrections by sending workflows to other departments and provide feedback on resolution.
• Prioritize customer needs to ensure satisfaction.
• Maintain knowledge of Scheme rules, processes, and system.
• Prepare correspondence to members, brokers, and providers with required information.
• Record and resolve enquiries on first contact.
• Escalate complex queries to Hub Coordinators for investigation and resolution.
• Live the PPSHA values daily.
• Apply conflict resolution and problem-solving skills to deal with difficult callers.
• Prepare submission of priority and stale claim requests for clients.
• Encourage customers to rate service; offer satisfaction surveys.
• Scrutinize member and supplier accounts to calculate payments.
• Contribute to team by motivating transfers to surveys and resolving queries first time right.
• Maintain service levels as per agreement with the scheme.
• Assist in peak periods or other areas as needed.
• Assist with special projects as assigned.

Skills

Effective communication

Telephone etiquette

Team player

Afrikaans language

Education

Grade 12

3-year tertiary qualification

Tools

Medical Administration system

Computer literacy

Job description

An exciting opportunity for a Consultant exists in our Client Services Department.

The successful candidate must have excellent Scheme knowledge and will act as an Ambassador for PPSHA to ensure effective customer satisfaction.

Applications are invited for the above-mentioned position, to be filled as soon as possible.

Requirements

• Grade 12


• 3-year Tertiary Qualification in any related field is desirable.


• 2 years or more experience in a Call Centre environment.


• Sound knowledge of the Medical Aid Industry, Scheme Rules & Regulations, ISO and other related legislation.


• Effective business communication & writing skills with exceptional telephone etiquette (Fluency in Afrikaans is advantageous).


• Must be a strong team player and be able to work under pressure.


• Computer literacy and exposure to Medical Administration system will be an added advantage.

Duties and Responsibilities

• Rendering professional and private banking level of service to all internal and external clients to promote the Company and Service Campaign.


• Ensure service delivered to “Complex Members” allocated to them are exceptional and that these “Complex Members” are kept happy so that they don’t need to phone or email Client Services.


• Receiving all telephonic or written enquiries from both internal and external clients and answering these enquiries efficiently.


• Communicate via phone, online chat, video conference (Skype), fax, face-to-face or e-mail to clients to conclude enquiries.


• Facilitating corrections by sending workflows to other departments and providing feedback on resolution.


• Prioritizing customer needs to ensure satisfaction.


• Maintain sound knowledge of Scheme rules, processes, and system.


• Compile correspondence to members, brokers, and providers to supply them with required information.


• Effective and accurate recording and resolution of all enquiries on first contact.


• Escalate complex queries to Hub Co-coordinators to investigate and resolve with other departments.


• Live the PPSHA values on a daily basis


• Apply conflict resolution skills, obtained through the CS advanced soft skills training, to deal with irate/difficult callers effectively and efficiently.


• Applying critical thinking and problem-solving skills to customer problems.


• Prepare submission of priority and stale claim requests on behalf of clients.


• Ensure clients have every opportunity to rate the service you have rendered to them. The Customer satisfaction survey must be offered to every caller.


• Scrutinizing member and supplier accounts in order to calculate payments or outstanding payments by referring to Nappi codes/Agreed tariff codes/Reason codes


• Contribute to the team’s success by motivating each other to transfer more calls to the customer satisfaction survey and to resolve queries first time right to reduce low ratings and improve customer satisfaction.


• Maintain Service Levels as per agreement with the scheme.


• Assisting in different areas where there might be as sudden influx of work e.g., Support office or Call Centre and vice versa.


• Assist with special projects as assigned.