Client Care AdvisorGuardrisk • Johannesburg, Gauteng, South Africa

Client Care Advisor

Guardrisk • Johannesburg, Gauteng, South Africa

30+ days ago

Job description

Introduction

Join our dynamic Admed Client Care team as a Client Care Advisor and play a key role in delivering exceptional service to our clients and partners. This temporary role is ideal for a confident communicator with a passion for people strong administration skills and experience in a client service or call centre environment. If youre detail-oriented adaptable and driven to make every customer interaction count wed love to hear from you.

Role Purpose

To service business partners and clients coming into the Admed front office primarily in the inbound and outbound call centre and secondly where capacity constraints require in the mailbox coordinating and the data capturing areas.
To ensure that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Admed customers.

Duties & Responsibilities

Receiving of incoming calls into the Admed call centre during office hours in a professional and friendly manner;

Telephonic membership premium and claims query handling through accessing the Admed administration system;

Managing of difficult and / or irate callers in a courteous polite and calm manner;

Where a query cannot be handled from the call centre routing telephonic queries to the relevant back office team members and ensuring that the queries are dealt with in a timely manner;

Where necessary taking and distributing of messages to relevant team members in a timely manner;

Making outbound calls from the Admed call centre as-and-when necessary and instructed;

Ensuring a high level of customer service when liaising with individual and corporate customers intermediaries binder holders and colleagues;

Where high email volumes necessitate providing support to the mailbox team for overflow inbound emails;

Assisting with any general and reasonable ad hoc administration requests as necessary across the Admed Division;

Ensuring that the principles of TCF are delivered across every function performed with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post-sale barriers to change product switch provider submit a claim or make a complaint).

Requirements

Formal Education

Matric

Technical / Legal Certification

At a minimum a certificate in customer servicing training or call centre skills AND administration skills

Computer literate - basic computer skills knowledge and experience specifically in MS Office

Experience

Minimum 1-year inbound call centre experience

Minimum 1-year administration experience

Previous gap cover or medical scheme servicing or administration experience would be advantageous

Competencies

Excellent verbal written and interpersonal communication skills.

Advantage - ability to speak English and OR Afrikaans fluently

Ability to professionally manage angry customers listen to customers needs and communicate clearly with customers telephonically.

Results and solutions driven with a strong sense of responsibility and ownership.

Discipline reliable and good time management skills

Strong customer service orientation

Strong administration skills attention to detail and accurate

Self-driven with an ability to work independently as well as to function effectively within a team

The ability to remain interested and focused when repeating information

Resilience and ability to work under pressure

Willing to go beyond the normal working day to achieve target service levels

Quick to learn

Adaptability and initiative

Required Experience :

Unclear Seniority

Key Skills

Channel Marketing,Accounting Tally,CSS,Corporate Risk Management,Hibernate,Brokerage

Employment Type : Temp

Experience : years

Vacancy : 1

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Client Advisor • Johannesburg, Gauteng, South Africa

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