Support Centre Agent

Allspes (Pty) Ltd; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A customer support service company in Gauteng seeks a skilled candidate to provide world-class telephonic and online support for the VeriClaim Billing System. Responsibilities include managing calls, identifying customer needs, and ensuring satisfaction. Required skills include excellent communication and customer relations abilities, with at least one year's experience in a similar environment. Knowledge of the Private Medical Aid industry is a plus.

Qualifications

• Minimum of 1 year's VeriClaim Experience.
• Experience in a Support Centre environment is advantageous.
• Detail oriented with strong organizational skills.

Responsibilities

• Manage large amounts of inbound and outbound calls.
• Identify customers' needs and provide solutions.
• Document all call and ticket information.
• Manage emergency queries on a rotation basis.

Skills

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

Excellent problem-solving skills

Excellent communication skills verbal and written

Analytical thinker

Excellent time management and organisational skills

Tools

Microsoft Word

Microsoft Excel

Job description

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.

Essential Job Functions

• 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 Functional Requirements

• 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 orientated.
• Highly motivated and enthusiastic and able to work in a team.
• Credit Control experience will be an advantage.