Key Purpose
To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.
Key Outputs
Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties
Dealing with all queries through to resolution
Keeping client up to date with their queries
Ensuring excellent quality service to all members
Completing administrative and repetitive tasks
Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
Logging of all queries and routing all enquiries to correct departments
Working on Africa Health Insurance systems
Keep up to date with policy and product changes
Assisting with written correspondence where necessary
Driving the values of first time resolution on all interactions
Applying logic in all circumstances
Competencies
Behavioral Competencies
Presenting and communicating information
Delivering results and meeting customer expectations
Deciding and initiating action
Following instructions and procedures
Adhering to principles and values
Persuading and influencing
Analyzing
Coping with pressure and setbacks
Able to work between shifts allocated
Knowledge
All Africa Health Insurance product and benefit knowledge
Africa Health Insurance Systems
Skills
Time Management
Verbal and written communication
Qualifications & Experience
Essential
Matric
Basic MS Office Knowledge
Minimum of 6 months customer service experience
Ability to speak Potuguese
Advantages
Ability to speak Portuguese
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.