Tuesday , February 27 2024

Momentum Careers – Customer Services Agent

Website Momentum

Job Description:

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

Job Responsibilities:

  • Develop and maintain productive and collaborative working relationships with peers and stakeholders. Positively influence and participate in change initiatives.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Continuously develop own expertise in terms of professional, industry, and legislation knowledge.
  • Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
  • Escalate client queries to the relevant department or stakeholder.
  • Capture and update client information on relevant system/s, based on data received from the client.
  • Take ownership of complaints and ensure they are resolved timeously and effectively.
  • Manage financial and other company resources under your control with due respect.
  • Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
  • Provide authoritative, expertise, and advice to clients and stakeholders.
  • Provide clients with the relevant information and documentation as required in line with policy guidelines.
  • Contribute to the financial planning process within the area.
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
  • Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
  • Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after-sales services.

Job Requirements:

  • Formal qualifications Matric or equivalent. (essential)
  • Adaptability.
  • Display initiative.
  • Formal qualifications or Business-related qualifications.
  • Prioritization.
  • 2 – 3 years’ experience in a call center or client service environment with proven knowledge of customer service principles and practices
  • Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa, etc.) (preferred) MS Office Suite (Word, Excel)
  • Business Area-specific products and procedures (preferred)
  • Good communication skills (verbal and written)
  • Teamwork and collaboration.
  • Problem-solving and Detail-oriented.
  • Exposure to the Medical Aid industry (preferred)
  • On-the-job training/qualifications Product training, Specific licensing, or registration.
  • Service orientation.

Job Details:

Company: Momentum

Vacancy Type: Full Time

Job Location: Centurion, Gauteng, SA

Application Deadline: N/A

Apply Here