Service Specialist

Afrocentric Group; Durban; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in the Health Care sector is seeking a Customer Service professional to enhance service excellence across all channels. The role involves managing customer requests, educating stakeholders, and ensuring high-quality interactions. Candidates should have 3 to 5 years of experience in Health Care Operations and strong communication skills.

Qualifications

• 3 to 5 years' experience in Health Care Operations.
• Matric essential; Call Centre, Customer Services Certificate advantageous.

Responsibilities

• Manage Customer Service Requests and educate stakeholders on digital tools.
• Resolve queries on first contact and drive brand loyalty.

Skills

Customer preferences and personality styles

Customer service operations

Problem solving

Written and verbal communication skills

Time Management Skills

Education

Matric

Call Centre, Customer Services Certificate

Tools

Microsoft Suite

Job description

Position Purpose

Deliver and enable excellence in all service moments to all stakeholders (Members, Providers, Employer groups, Intermediaries, Schemes). Personalised servicing through the Omni channel experience 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.

Generic Objectives

Manage Customer Service Requests: 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 your 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 Manage Excellent Experiences 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 Drive Brand Loyalty Being a brand ambassador, allowing the brand presence to be felt as an extension of the experience.

Qualification and Experience

• 3 to 5 years' experience in Health Care Operations
• Matric Essential, Call Centre, Customer Services Certificate advantageous

Knowledge and Skills

• Customer preferences and personality styles
• Customer service operations
• Application of service processes
• Knowledge and application of relevant legislation and regulations -Health Care Industry
• Microsoft Suite -Customer Care
• Problem solving
• Engagement Coping
• Customer Engagement
• Excellent administration skills
• Written and verbal communication skills
• Computer Technology Skills -Quality driven
• Numerical Ability
• Active Listening skills
• Time Management Skills