MULTIMEDIA AGENT IN SOUTH AFRICA

Job summary: The Consultant is responsible for facilitating all incoming e-mails related to claims, from Brokers, Providers and Members, with professionalism and in line with all quality criteria   Responsibilities: Customer Focus – quality: ·         Provides accurate and comprehensive information to customers and ensures feedback is up to standard. ·         Is able to navigate and interpret information in order to provide the customer with the relevant and correct feedback. ·         Ensure that accurate notes are logged for every interaction with a client. ·         Meets all quality criteria.   Customer Focus - efficiency: ·         Answers e-mails and telephone calls promptly to meet customer needs and stays focused on work tasks. ·         Handles escalations and commits to follow through. ·         Takes immediate action when confronted with an escalation or query. ·         Is able to handle irate customers and takes personal responsibility of the query. ·         Always aims for first time resolution on queries. ·         Takes full ownership and accountability for queries and tasks.   Contributing to Team Success: ·         Actively participates as a member of a team to move the team toward the completion of goals and adhere to team’s expectations. ·         Departmental support where and when necessary (assist with other areas if need be). ·         Ability to handle and work under pressure and work individually and within a team. ·         Excellent time keeping. ·         Excellent attendance record.   Minimum requirements: ·         Claims assessing experience ·         Previous customer service experience advantageous ·         2 years Previous medical aid experience ·         Grade 12 completed and passed ·         Diploma advantageous ·         E-mail and writing etiquette ·         Excellent time keeping ·         Excellent attendance record ·         Computer literate ·         Bi-lingual advantage Rctc