Talent Pool: Customer Services Agent

Through our client-facing brandsMomentum Group, with Multiply(wellness and rewardsprogramme), and our others pecialist brands, including Guardrisk and Eris Property Group,the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Role Purpose Deliver professional service to clients through various servicing channels (inbound calls, emails,walk-in interactions etc.), and responding to their needs,concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements

• Grade 12
• 2-3 years' experience in a call centre or client service environment (preferred).
• Exposure to the medical aid and/or health industry.
• Proficiency in English, Afrikaans and Nguni languages (spoken, written and verbal).
• MS Office proficiency.

Duties & Responsibilities INTERNAL PROCESS

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant systems based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative /compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum

Competencies

• Examining Information
• Documenting Facts
• Establishing Rapport
• Articulating Information
• Showing Composure
• Meeting Timescales
• Upholding Standards
• Taking Action
• Prioritisation
• Teamwork and collaboration
• Adaptability
• Display initiative

Enquiries nasiphimabona@momentum.co.za