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
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