Customer Liaison Officer

Lyra Health; South Africa; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Lyra Health is seeking a capable National Support Centre Agent to join our hybrid team in South Africa. You will handle incoming calls, log data accurately, route interactions to the right units, and support with project updates within the support container.

The role emphasizes client needs assessment, timely data entry, and maintaining data integrity across Lyra's systems while coordinating with internal departments. A matric is required, and equal opportunity employment applies.

Qualifications

• Matric / Grade 12 is required.

Responsibilities

• Answer all calls to the National Support Centre.
• Enter caller data accurately and on time.
• Route calls to the appropriate specialised unit.
• Provide project updates as required by the support container.
• Act as first contact to assess and document client requirements.
• Identify core client needs and refer to appropriate departments or resources.
• Create service enquiries for all callers using contact center tools.
• Conduct client satisfaction surveys to maintain high service standards.
• Perform high-volume data entry into Lyra Database with speed and accuracy.
• Regularly correct and clean datasets to ensure reliable reports.
• Maintain database hygiene to prevent duplicates.
• Monitor call flow and allocate tasks based on urgency and specialization.
• Coordinate projects, ensuring timelines and documentation.
• Provide admin support to the Centre Manager, including reports.

Skills

Data entry

Call handling

Customer service

Communication

Education

Matric / Grade 12

Job description

About Lyra

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

Role Overview:

This position is hybrid to be based in South Africa.

Hours: 9am to 5pm (shift work)

Responsibilities

Answering all calls presented to the National support centre

• Ensuring the accurate and timeous data entry of all callers
• Ensuring that all calls are routed effectively and to the correct specialised unit
• Supporting with project updates as required by the support container.

Client Engagement & Needs Assessment

• Act as the first point of contact via telephonic touch point to assess and document client requirements.
• Identify the core needs of the client and provide immediate referrals to the appropriate internal departments or external resources.
• Ensuring the service enquiry is created on all callers utilising the contact center support facilities
• Conduct Client Satisfaction Surveys to gather feedback, ensuring the National Support Centre maintains high service standards.

Data Integrity

• Execute high volume data entry into the Lyra Database with a focus on speed and accuracy.
• Perform regular data corrections, including filtering and “cleaning” existing datasets to ensure reports are reliable and up to date.
• Maintain the hygiene of the database to prevent duplicate entries or misinformation.

Operational Coordination

• Work Allocation: Monitor the flow of incoming calls and assign tasks to various sections within the National Support Centre based on urgency and specialization
• Assist in the coordination of specific projects, ensuring timelines are met and documentation is maintained.
• Administrative Support: Provide direct administrative assistance to the National Support Centre Manager, including report preparation and general office management tasks.

Qualifications:

Matric / Grade 12

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability,genetic information or any other category protected by law.

By applying for this position,you acknowledge thatyourpersonal informationwill be processed as pertheLyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law,we will collect personal information from you including, but not limited to,your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra.We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA)and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary,and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA.Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations.To exercise your data privacy rights outside of the United States, please contact [e-mail] more information about how we use and retain your information, please see our Workforce Privacy Notice.”