Customer Service Representative

EXL; South Africa; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading claims management company in South Africa is seeking a Claims Management professional to ensure targets are met in alignment with service level agreements. Responsibilities include maintaining transaction quality, managing claims lifecycle, and prioritizing customer satisfaction. The ideal candidate should have prior international voice experience, familiarity with MS Office, and a strong focus on customer service. Join us in delivering excellence in claims management while adhering to company policies.

Qualifications

• Previous international Voice experience.
• Should be familiar with MS Office.
• Possesses necessary knowledge of business concepts.
• Makes timely decisions with good judgment.
• Commits to achieving specific objectives and ownership.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness, and productivity standards.
• Customer Service focus and telephone etiquette.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met.
• Ensure the quality of the transactions is in compliance with predefined parameters.
• Ensure claim costs are controlled and leakage kept at a minimum.
• Maintain accuracy of reserves and payments and manage lifecycle of claims.
• Ensure adherence to Company Policies and Procedures.
• Managing calls – both inbound and outbound as well as all other correspondence.
• Focus on customer satisfaction and timely resolution of customer concerns.

Skills

Client Service Systems

Computer Literacy

Listening Skills

Microsoft Office

On Call Support

Management

Speed Typing

Working under Pressure

Writing Communication Skills

Job description

In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• Previous international Voice experience
• Should be familiar with MS Office
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Result orientation
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

Required Skills

Client Service Systems Computer Literacy Listening Skills Microsoft Office On Call Support Management Speed Typing Working under Pressure Writing Communication Skills