Support Centre Agent

SpesNet Group; Centurion; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading support services provider in South Africa is looking for a dedicated support agent to provide world-class telephonic and online support for the VeriClaim Billing System. The ideal candidate will manage calls and tickets, ensure customer satisfaction, and possess strong communication and problem-solving skills. Experience with VeriClaim is essential. Join a motivated team striving for excellence in customer relations.

Qualifications

• Minimum of 1 year’s VeriClaim experience.
• Understanding of functionalities on VeriClaim.
• Excellent command of spoken and written English.

Responsibilities

• Manage large amounts of inbound and outbound calls.
• Document all call and ticket information.
• Build sustainable relationships with customers.

Skills

Customer focused

Problem-solving skills

Effective management skills

Excellent communication skills

Time management

Analytical thinker

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

To provide world-class telephonic and online support to users of the VeriClaim Billing System. Ensure ultimate customer satisfaction for both internal and external clients by resolving queries within the given turnaround times.

Reports to

Support Centre Team Leader

Experience

• Minimum of 1 year’s VeriClaim experience. Previous experience working in a Support Centre environment will be an advantage.

Responsibilities

• Manage large amounts of inbound and outbound calls.
• Manage large volumes of tickets within set time frames.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Evaluate concerns of the customers and provide logical workable solutions.
• Escalate issues to relevant department for further investigation, where needed.
• Build sustainable relationships and engage customers by going the extra mile.
• Meet individual and team qualitative and quantitative targets.
• Document all call and ticket information according to standard operating procedures.
• Manage after hour emergency queries on a rotation basis.

Skills and Qualifications

• Understanding and working knowledge of functionalities on VeriClaim.
• Customer focused & ability to build customer relations.
• Ability to take responsibility for work done.
• Effective management skills.
• Ability to take initiative.
• Ability to manage multiple tasks simultaneously.
• Excellent time management and organisational skills.
• Deadline focused.
• Excellent problem-solving skills.
• Analytical thinker.
• General knowledge of Microsoft Word and Excel.
• Excellent command of spoken and written English.
• Knowledge of the Private Medical Aid industry.
• Excellent communication skills (verbal and written).
• Excellent telephone and email etiquette.
• Detail oriented.
• Highly motivated and enthusiastic and able to work in a team.
• Credit Control experience will be an advantage.