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Customer Services Agent – Momentum Health Solutions
Location: Bellville, Cape Town, Western Cape, South Africa
Closing Date: 3 February 2025
Position Type: Permanent
Role Family: Client Services
Cluster: Health Solutions
Introduction
Momentum Health Solutions, part of Momentum Metropolitan Holdings, provides integrated health solutions designed to meet the needs of clients in various segments, aiming to maximize lifetime client value. We prioritize innovation and deliver value through insights, achieving outcomes with a defined set of health capabilities.
Role Purpose
As a Customer Services Agent, you will deliver professional service to clients via various channels such as inbound calls, emails, and walk-ins. You will respond to client needs, concerns, and complaints in alignment with service level agreements (SLAs) and legislative/compliance requirements.
Key Responsibilities
Internal Process
- Engage with clients and intermediaries professionally to resolve queries within SLAs and quality standards.
- Take ownership of complaints and ensure they are resolved promptly.
- Provide clients with relevant information and documentation per policy guidelines.
- Update client information on systems based on received data.
- Complete administrative and reporting tasks within the set timeframes.
- Adhere to compliance requirements and identify opportunities for process/system improvements.
Client Engagement
- Investigate client queries and provide timely feedback.
- Escalate unresolved queries to the appropriate department or stakeholder.
- Offer accurate information and advice to clients, ensuring proper aftersales services.
- Report on service delivery against SLAs and customer targets.
- Build and maintain strong client relationships.
- Proactively recommend improvements for client service and fair treatment.
People Development
- Develop collaborative working relationships with peers and stakeholders.
- Influence and participate in change initiatives.
- Continuously grow your expertise through professional development and industry knowledge.
- Contribute to innovation by sharing and implementing new ideas.
Finance & Risk Management
- Contribute to financial planning within your area.
- Identify cost-effective opportunities and enhance operational efficiency.
- Manage company resources responsibly.
- Provide input for risk identification processes and recommend improvements.
Requirements
- Grade 12 qualification.
- 2-3 years' experience in a call center or client service environment (preferred).
- Exposure to the medical aid/health industry (advantageous).
- Proficiency in English, Afrikaans, and Nguni languages (spoken and written).
- Proficiency in MS Office.
Competencies
- Examining Information
- Documenting Facts
- Establishing Rapport
- Articulating Information
- Showing Composure
- Meeting Timescales
- Upholding Standards
- Taking Action
- Prioritization
- Teamwork and Collaboration
- Adaptability
- Display Initiative
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