Call Centre Agent (Medical Aid) Full Time Job

Call Centre Agent (Medical Aid) – Port Elizabeth.

Requirements:

• Minimum of Grade 12
• Experienced telephone technique
• Working knowledge of medical aids and benefits
• Computer literate
• Data capture experience highly advantageous
• Prior customer service training highly advantageous
• Call centre knowledge and experience
• Basic computer skills – typing of 35 words per minute, data entry, internet navigation, Microsoft Windows and email
• High level of professionalism, confidentiality and strong interpersonal and customer service skills
• Ability to identify fraudulent behaviour and report to Superior for escalation and investigation
• Application of good judgement and decision-making
• Ability to prioritize work and meet deadlines and productivity goals
• Ability to work under pressure and cope with stress effectively
• Attention to detail essential

Key Performance Areas:

• Advanced level call and enquiry handling
• Receive incoming telephone calls from customers and/or delivers scripted or non-scripted messages to customers via telephone during designated hours at all levels with stakeholders
• Maintain a high level of service by responding to inquiries with resolutions/obtaining relevant information to provide a resolution within the prescribed turn-around time
• Resolution of complaints within bounds of authority or requests assistance from other team members or Supervisor as necessary
• Navigate computer systems to properly assist customers/callers by locating customer data and other relevant electronic information in order to respond appropriately to customer requests, objections and questions
• Provide accurate information and instruction to customers in accordance with company guidelines, procedures and requirements
• Record each enquiry by accurately documenting status and comments in the appropriate database or platform;
• Develop and maintain productive working relationships with team members and superiors
• Work in a structured environment

Salary: R7 000 to R9 000 per month commensurate with qualification and experience.