Talent Pool: Service Consultant — Exciting Ultimate Role

Experience 2-3 years of experience in a call center or client service environment.

Reference number MMH260222-6

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Momentum Health Solutions, part of Momentum Metropolitan Holdings, delivers sustainable, integrated health solutions designed to meet the diverse needs of clients. Our mission is to maximize lifetime client value while fostering a culture of innovation and providing unique insights to achieve desired health outcomes.

This position is a temporary role within the Client Services family, specifically in the Momentum Health cluster. The role requires you to work at our Sandton office in Gauteng, South Africa, with no remote opportunities available.

Role Purpose

The Service Consultant will deliver professional service through various channels including inbound calls, emails, and walk-in interactions. Responsibilities involve responding effectively to client needs, concerns, and complaints in line with service level agreements (SLAs) and compliance requirements.

Key Requirements

• 2-3 years of experience in a call center or client service environment.
• Proven knowledge of customer service principles and practices.
• Exposure to the insurance industry is preferred.

Internal Process

• Engage with clients or intermediaries professionally to resolve queries within SLA and quality standards.
• Take ownership of complaints and ensure timely, effective resolutions.
• Provide clients with relevant information and documentation according to policy guidelines.
• Accurately capture and update client information on relevant systems.
• Complete all administrative and reporting tasks within agreed timeframes.
• Adhere to legislative and compliance requirements during the service process.
• Identify and report any process or system failures to enhance the client experience.

Client Engagement

• Investigate client queries and provide timely feedback.
• Escalate unresolved queries to the appropriate department or stakeholder.
• Deliver accurate information and advice to clients and stakeholders.
• Generate regular reports on service delivery against SLAs.
• Build and maintain relationships with clients and stakeholders.
• Ensure service level agreements are fulfilled to manage client expectations.
• Propose improvements for client service and fair treatment.
• Contribute to creating a culture that values rewarding relationships and exceptional client service.

People Development

• Develop collaborative working relationships with colleagues and stakeholders.
• Positively engage in change initiatives.
• Continuously enhance your professional and legislative knowledge.
• Contribute new ideas to support continuous innovation.Drive your own career development.
• Contribute to financial planning processes.
• Identify opportunities for cost-effectiveness and operational efficiency.
• Manage financial and company resources responsibly.

This role is part of a talent pool.

Disclaimer

Please verify the legitimacy of this job advert on our company career page before applying.

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