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Client Relationship Manager - Escalations (Healthy Company)

Client Relationship Manager - Escalations (Healthy Company)

Discovery LimitedZA
30+ days ago
Job description

Job title : Client Relationship Manager - Escalations (Healthy Company)

Job Location : Gauteng,

Deadline : October 11, 2025

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Key Purpose

  • Assumes accountability and resolution of escalated queries and complaints from Intermediaries, Employers, and Members (telephonically, via e-mail / letter and on face-to-face basis).

    • Areas of responsibility may include but not limited to

    The successful applicant will be responsible for but not limited to the following job functions :

  • Resolution of escalations and complaints (telephonically, via e-mail / letter and on face-to-face basis) of escalated complaints from Intermediaries, Employers and Members.), including those received via Wellness Advisers (WAs) and Corporate Service Managers (CSMs).
  • Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers, and Members)
  • Reach out to at-risk clients and provide basic emotional support.
  • Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
  • Identifying the proposing solutions to process and service-related failures.  Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any problem that might arise
  • Attend meetings and give training on request
  • Support role to the corporate service manager and Wellness Advisors
  • Compiling and drafting of reports and letters
  • Analysing and summarizing reports and providing feedback to Management
  • Market drives and other projects as and when required
  • Facilitate member training and employer helpdesk sessions upon request.
  • Attend meetings and deliver training sessions as required.

    • Personal Attributes and Skills

  • Strong Intra & interpersonal skills
  • Professional written and verbal communication
  • Must be able to work with targets and deadlines, strong work ethic
  • Positive outlook and internally motivated
  • Compassion and an interest in mental health
  • Customer focus
  • Analytical and reporting skills
  • Personal learning and Priority setting

    • Education and Experience

    The following requirements are essential :

  • 12 Months Discovery Health experience with regards to client / employer interaction with experience in dealing with escalated queries (telephonic / email)
  • Have thorough knowledge of Discovery’s products, systems and processes
  • Be proficient in English (writing, reading, speaking)
  • Experience as a Senior contact centre consultant / Service Specialist
  • Performance of 100% or above to be achieved over six months

    • The following requirements will be advantageous :

  • Clinical / Medical knowledge
  • Extensive Paradigm knowledge
  • Outlook, Word & Excel knowledge
  • Bilingual
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