Customer Service Specialist

AfroCentric Group; Roodepoort; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading company in the healthcare sector is seeking a dedicated individual to enhance client service delivery and compliance. This role involves operational leadership, stakeholder management, and continuous improvement of service quality. The ideal candidate will have experience in healthcare operations and call center environments, ensuring a seamless customer experience across all channels.

Qualifications

• 3 - 5 years Health Care Operations Experience.
• 2 – 3 years Call Centre Experience.

Responsibilities

• Deliver personal performance within Human Capital frameworks.
• Ensure delivery targets/objectives are met.
• Provide accurate and consistent information to stakeholders.

Skills

Customer Service

Stakeholder Management

Compliance

Education

Grade 12 / Matric / NQF level 4

Call Centre, Customer Services Certificate

Job description

Deliver and enable excellence in all service moments to all stakeholders.

Personalised servicing through the omni -channel experience focusing on the overall quality of interaction between our customers and the brand.

Committing to our service charter and strive to continuously make a positive difference.

Accountabilities

Client service delivery and quality:

• Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management:

• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

Financial Management:

Contribute to cost savings within the department to assist with financial goals and targets

Operating Model:

• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery

Operational Implementation of Strategy:

• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement

Operational Leadership:

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Stakeholder Management:

• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
• Provide accurate and consistent information, meeting all quality standards and measures -Deliver excellence in customer satisfaction -Strive to identify areas of improvement and sharing of ideas with your team -Collaborate with all teams to enable peer to peer learning.
• Be a brand ambassador, allowing the brand presence to be felt as an extension of the experience.
• Service all key stakeholders in the moment across all servicing channels as required until the service request has been resolved -Educate stakeholders on self-help digital servicing tools -Connect with customers (all stakeholders) across all channels, enabling an intuitive experience bringing across our brand authentically -Provide a seamless, progressive and holistic approach, understanding the customer’s needs -Resolve queries on first contact -Resolution of specialised and complex queries.

Experience

3 - 5 years Health Care Operations Experience

2 – 3 years Call Centre Experience

Qualifications

Grade 12 / Matric / NQF level 4. Call Centre, Customer Services Certificate Advantageous