Executive Office Specialist

AfroCentric Group; Roodepoort; Sur place; ZAR 240 000 - 300 000; Plein temps

Résumé du poste

AfroCentric Group in Roodepoort, Gauteng, is seeking an experienced Health Care Customer Service professional to manage escalations, complex queries and stakeholder engagements.

You will deliver personalised service across channels, build relationships, support root-cause analysis, and drive continuous improvement in service quality.

Matric and a Higher Certificate in Call Centre or similar are required; 4–6 years’ experience in health care customer services preferred.

Qualifications

• Matric essential, Higher Certificate in Call Centre or similar advantageous.
• 4-6 years Health Care Customer Services essential.
• 2 years experience dealing with key stakeholders at Senior Level essential.
• 2 years experience with high level complex queries and root cause analysis essential.

Responsabilités

• Manage complex escalations and complaints holistically.
• Build key relationships and provide a seamless, progressive and holistic approach.
• Provide accurate reporting and mitigation.
• Perform root cause and trend analysis.
• Collaborate with all teams to enable peer to peer learning.

Connaissances

Customer service

Stakeholder management

Root cause analysis

Call centre

Service excellence

Formation

Matric

Higher Certificate in Call Centre

Description du poste

To deliver and enable excellence in all service moments to key stakeholders. Personalised servicing with care through all channels focusing on the overall quality of interaction between our customers and the brand. Commit to our service charter and strive to continuously make a positive difference. Manage complex escalations and complaints holistically. Build key relationships and provide a seamless, progressive and holistic approach, understanding the customer’s needs and emotions.

Experience:

4 - 6 years Health Care Customer Services essential

2 years experience in dealing with key stakeholders at Senior Level essential

2 years experience with high level complex queries and root cause analysis essential

Qualifications:

Matric essential, Higher Certificate in Call Centre or similar advantageous.

• Implement practical solutions that use the specialist and departmental systems and processes
• Provide specialist input and recommendations to improve the efficiency, compliance and quality objectives related to the area of specialisation
• Identify problems and develop and propose solutions to present to appropriate leader or stakeholders
• Ensure day to day operational support required from area of specialisation is provided to enhance performance

Cost containment

• Support the identification, development and implementation of cost-effective processes to increase efficiency and reduce cost drivers related to area of specialisation
• Continuously review cost / benefit and Return on Investment within area of specialisation
• Maintain a high level of impact on other departments to support improved delivery
• Continually increase understanding of client and stakeholder needs, satisfaction and service delivery

Knowledge management

• Ensure that adequate knowledge regarding specialisation is shared as required and maintained within the research library
• Provide advice and / or training as required
• Maintain, develop and implement specialist knowledge within the day to day operations of the organisation
• Be a member of related professional bodies
• Ensure CPD (continual professional development) or similar accreditation requirements are met annually to ensure maintained specialist accreditation.

Network key relationships

• Engage with and provide support to the established network of internal and external expert resources and partners

Specialist support to projects

• Provide Specialist expertise and ensure best practice related to specialisation is implemented in projects, when required
• Conform to project management disciplines when participating in projects
• Represent department or project on appropriate committees related to area of specialisation.

Manage and Resolve Escalations and Customer Complaints:

• Service key stakeholders in the moment across all servicing channels as required until the service request has been resolved.
• Manage complex service requests to resolution.
• Educate stakeholders on self
• help digital servicing tools.
• Connect with your customers (all stakeholders) across all channels, enabling an intuitive experience while bringing across our brand authentically.
• Provide a seamless, progressive and holistic approach, understanding the customer’s needs.
• Provide accurate and consistent information, meeting all quality standards and measures.
• Care and 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.
• Identify and correct customer complaints including both corrective and preventative actions. This includes monitoring of all social media platforms.
• Provide accurate reporting and mitigation.

Perform Root Cause and Trend Analysis:

• Perform root cause analysis to resolve the escalation and or complaint providing corrective and preventative actions and improvements.
• Monitor trends and provide continuous improvements across people, process, product and systems.

Relationship Management:

• Collaborate with all stakeholders proactively.
• Understand your stakeholders' needs.
• Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any
• problems that may arise.
• Develop, maintain and improve consistent client communication and engagements.
• Live the brand and company purpose. Allow the brand presence to be felt through care as an extension of the experience.

Perception Management:

Support the business objectives and drive customer satisfaction through the required metrics.

Quality Management:

• Display excellence in communication, collaboration and quality.
• Deliver a superior quality service.

Participate and Engage in Digital Transformation:

• Understand and embrace technology and attributes required in a Digital Environment.

Knowledge

• Knowledge and application of relevant legislation and regulations
• Knowledge, application and improvement of policies and procedures

Skill

• Interpretation and analysis of data (visualisations)
• Change Management
• Innovation and risk taking
• Quality driven
• Problem solving and decision making skills
• Call Centre and business process methodologies