Customer Service Specialist

Afrocentric Group; Gauteng; On-site; ZAR 30 000 - 50 000; Full time

Job summary

A leading company in healthcare services seeks a dedicated professional to enhance client service delivery and operational excellence. The role involves managing stakeholder relationships, ensuring compliance, and contributing to financial goals. Ideal candidates will have 3-5 years of experience in healthcare operations and a strong commitment to quality service.

Qualifications

• 3 - 5 years in Healthcare Operations.
• 2 - 3 years in Call Centre Customer Service.

Responsibilities

• Ensure quality client service delivery and compliance with operational standards.
• Manage stakeholder relationships and provide holistic service.
• Contribute to financial management and cost savings.

Skills

Client service delivery

Compliance

Financial Management

Stakeholder Management

Education

Grade 12 / Matric / NQF level 4

Call Centre or Customer Service 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 striving to continuously make a positive difference.

Accountabilities

1. Client service delivery and quality: Follow procedures and cooperate with peers and leaders for the best possible service delivery.
2. Compliance and Risk Management: Maintain defined legal, statutory, and regulatory compliance at the required standards. Comply with operational risk and governance structures, measures, and frameworks, and take necessary action when issues arise.
3. Financial Management: Contribute to cost savings within the department to support financial goals and targets.
4. Operating Model: Meet delivery objectives by collaborating with team members within and linked to the department/project. Resolve operational performance issues and escalate unresolved problems. Ensure delivery targets are met and operate supportively to achieve success.
5. Operational Implementation of Strategy: Stay updated with operational changes in response to external influences. Deliver in a manner that supports operational quality standards and departmental priorities. Follow operational best practices and seek continuous improvement.
6. Operational Leadership: Deliver personal performance within Human Capital frameworks and policies. Engage in development, coaching, and mentoring. Support transformation by valuing diversity and behaving in alignment with Afrocentric values.
7. Stakeholder Management: Build and maintain active, informative relationships with customers and stakeholders. Address complaints per policies, ensuring buy-in. Provide accurate, quality information and strive for customer satisfaction. Share ideas for improvement and collaborate across teams. Act as a brand ambassador, providing seamless, holistic service, including educating stakeholders on self-help digital tools, resolving queries on first contact, and handling complex issues.

Experience & Qualifications

• 3 - 5 years in Healthcare Operations
• 2 - 3 years in Call Centre Customer Service

Qualifications: Grade 12 / Matric / NQF level 4

Additional Advantage: Call Centre or Customer Service Certificate