Onsite CRM - Sasolmed - Secunda

Discovery Limited; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Discovery Limited in Sandton seeks an articulate customer service professional to support queries related to claims, benefits and policy explanations. You will investigate, resolve escalated issues and draft professional responses in English while building strong internal and external relationships.

The role requires Afrikaans language skills, Matric, MS Office proficiency, and at least 12 months of face-to-face customer service experience.

Qualifications

• Matric
• Afrikaans (Speak and Write)
• MS Office Knowledge
• Minimum Of 12 Months Face-to-face Customer Service Experience
• Valid driver's license and own transport
• Afrikaans speaking (speak, read and write) appears as advantageous

Responsibilities

• Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries.
• Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries.
• Focuses on customer needs through the resolution of queries; scrutinizes data to ensure thorough investigations and workable solutions.
• Presenting and communicating information effectively for clear understanding and buy-in.
• Establishes good relationships with customers and staff to widen and effective networks and gains commitment by persuading and negotiating.
• Resolve highly escalated queries swiftly and efficiently.
• Coordinating own and team’s administration.
• Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny.

Skills

Time Management

Verbal and written communication

Problem Solving Skills

Presentation Skills

Relating To Others

Education

Matric

Tools

MS Office Knowledge

Job description

Key Purpose

Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions.

Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries.

Key Outputs

Focuses on customer needs through the resolution of queries.

Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.

Presenting and communicating information effectively so as to ensure clear understanding and buy-in.

Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks. Gains clear agreement and commitment from others by persuading, convincing and negotiating.

Resolve highly escalated queries swiftly and efficiently.

Coordinating own and team’s administration.

Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny.

Competencies

• Action orientated
• Being open and receptive to feedback and change
• Deciding and initiating action
• Ethics and Values
• Managing diverse relationships
• Adapting to change
• Communication and writing skills
• Ability to work independently
• Meeting and exceeding customer expectations

Skills

• Time Management
• Verbal and written communication
• Problem Solving Skills
• Presentation Skills
• Relating To Others

Knowledge

• Extensive understanding of the Discovery Health Product Benefit and process knowledge

Qualifications & Experience

Essential

• Matric
• Afrikaans (Speak and Write)
• MS Office Knowledge

Minimum Of 12 Months Face-to-face Customer Service Experience

• Valid driver's license and own transport

Advantageous

• Afrikaans speaking (speak, read and write)
• Relevant tertiary qualification
• In-depth knowledge of the Sasolmed product, processes and systems
• Medical Scheme Industry knowledge and Medical Scheme's Act knowledge

EMPLOYMENT EQUITY

The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.