Customer Service Consultant

abc; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading healthcare firm in Cape Town is seeking an Inbound Contacts Representative 1 to provide customer support and perform administrative tasks. The role involves addressing customer inquiries, resolving issues, and documenting interactions. Candidates should possess strong customer service and empathy skills, along with a high school diploma. Experience in the healthcare sector is preferred, and proficiency in verbal and written communication is essential.

Qualifications

• Strong customer service skills to coordinate service delivery.
• Strong empathy skills to build rapport with customers.
• Computer literacy to navigate through multiple systems.
• Ability to effectively participate in a multi-disciplinary team.
• Effective communication and organizational skills.
• Attention to detail and complex problem-solving skills.

Responsibilities

• Perform basic administrative and customer support tasks.
• Understand and address customer needs and complex benefit questions.
• Record details of inquiries and escalate unresolved issues.

Skills

Customer service skills

Empathy skills

Computer literacy

Effective communication

Attention to detail

Typing speed (25 wpm, 90% accuracy)

Problem-solving skills

Interpersonal skills

Education

High school diploma or equivalent

Minimum Matric / Grade 12

Job description

Overview

The Advocate represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support tasks. Typically works on routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Responsibilities

The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support tasks and handles routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Qualifications

• Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members and providers
• Strong empathy skills to build rapport with the customers and impact customer satisfaction
• Computer literacy in order to navigate through multiple internal/external computer systems
• Ability to effectively participate in a multi-disciplinary team including internal participants
• Effective communication, verbal and organization skills
• Typing Speed: 25 wpm / 90% accuracy
• Strong attention to detail and complex problem solving skills
• Healthcare experience preferred but not required
• Familiarity with basic medical terminology and concepts used in US health insurance
• Effective communication, empathy and motivational skills
• Requires good oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Clear written and verbal communication with CEF Level B2

Education

• High school diploma or equivalent
• Minimum Matric / Grade 12

Work Experience

• 9 months of international BPO experience.
• Knowledge on US health insurance or similar industry is desired
• Customer service background