Customer Service

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Customer Service Advisor
Job Function

The Advocate represents the company by addressing incoming telephone digital or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support/computational tasks. Typically works on routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions resolving issues and educating Members. Records details of inquiries comments or complaints transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations quality standards priorities and timing and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Skills Required
Strong customer service skills to coordinate service delivery including attention to customers sensitivity to issues proactive identification and resolution of issues to promote positive outcomes for members and providers
Strong empathy skills to build rapport with the customers and impact customer satisfaction
Computer literacy in order to navigate through multiple internal/external computer systems
Ability to effectively participate in a multi-disciplinary team including internal participants
Effective communication verbal and organization skills
Typing Speed: 25 wpm / 90% accuracy
Strong attention to detail and complex problem solving skills.
Healthcare experience preferred but not required.
Familiarity with basic medical terminology and concepts used in US health insurance
Effective communication empathy and motivational skills
Requires good oral written and interpersonal communication skills problem-solving skills facilitation skills and analytical skills
Clear written and verbal communication with CEF Level B2

Education
High school diploma or equivalent
Minimum Matric / Grade 12

Work Experience
Required to have 1 year BPO experience - Voice in a similar industry.
Desired to have knowledge on US health insurance or similar industry
Customer service background

Customer Service AdvisorJob FunctionThe Advocate represents the company by addressing incoming telephone digital or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support/computational tasks. Typically works on routine and p...