Health Core Servicing Consultant

Kaelo; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Kaelo Health Core Servicing Consultant responds to queries, manages complaints, and provides accurate product information. You will ensure excellent customer experience with clear, professional communication across member and service provider interactions.

Key duties include handling inbound/outbound queries, assessing operational issues, Escalating priority cases, and maintaining up-to-date client records in a fast-paced call centre environment.

Qualifications

• 1–3 years call centre experience preferred.
• Matric Certificate required.
• Knowledge of customer service practices and principles.
• Excellent listening, verbal and written communication skills.

Responsibilities

• Respond to queries from members and service providers.
• Manage and resolve customer complaints.
• Provide product information and guidance.
• Assess and escalate operational queries as needed.
• Maintain and update client information accurately.

Skills

Customer service practices

Communication (verbal)

Communication (written)

Stress management

MS Office / Excel

Call centre systems

Multitasking

Education

Matric Certificate

Tools

Microsoft Office

Call centre software

Job description

The Kaelo Health Core Servicing Consultant is responsible for responding to queries, managing complaints, troubleshooting service problems and providing general information regarding our products. Manage our customer experience with excellence and accuracy.

KEY OUTCOMES (not limited to)

• Manage incoming queries and outbound responses with:
• - Members
• - Service Providers
• Provide product specific information
• Assess and determine when there is an operational query
• Identify and escape priority issues
• Manage and resolve customer complaints
• Maintain client information

Qualifications

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

1 – 3 years call centre experience preferably with short-term insurance and health industry knowledge and experience

REQUIRED

Matric Certificate

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

Knowledge of customer service practices and principles

Excellent listening, verbal and written communication skills

Ability to handle stressful situations appropriately

Proficient in Microsoft and Excel

Call centre systems and multi-tasking

Additional Information

Personal Attributes

• Accountability
• Action orientated
• Communication
• Business writing skills
• Manage complexity
• Decision thinking
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Significance and values orientated