Service Consultant – Centurion

Role Purpose

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

Requirements

Matric.
Business related qualification (preferred).
2 – 3 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices.
Exposure to the Rewards, Health care and Insurance industry.

Duties ’ Responsibilities

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 system/s, 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.
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.

Competencies

Business Acumen
Client/ Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Motivating and Inspiring Team
Collaboration
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness
Growing Talent