Onsite CRM - Sasolmed - Secunda
Discovery Limited · Secunda, Mpumalanga
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Start free — we apply for you →Key Purpose
- Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions
- Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries
Key Outputs
- Focuses on customer needs through the resolution of queries
- Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.
- Presenting and communicating information effectively so as to ensure clear understanding and buy-in
- Establishes good relationships with customers and staff both internally and externally to wide and effective networks. Gains clear agreement and commitment from others by persuading, convincing and negotiating.
- Resolve highly escalated queries swiftly and efficiently
- Coordinating own and team's administration
- Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny
Competencies
Behavioral Competencies
- Action orientated
- Being open and receptive to feedback and change
- Deciding and initiating action
- Ethics and Values
- Managing diverse relationships
- Adapting to change
- Communication and writing skills
- Ability to work independently
- Meeting and exceeding customer expectations
Skills
- Time Management
- Verbal and written communication
- Problem solving skills Presentation skills Relating to others
Knowledge
- Extensive understanding of the Discovery Health Product Benefit and process knowledge
Qualifications & Experience
Essential
- Matric
- Afrikaans Speak and Write
- MS Office Knowledge
- Minimum of 12 months Face-to-face customer service experience
- Valid driver's license and own transport
Advantageous
- Relevant tertiary qualification
- In-depth knowledge of the Sasolmed product, processes and systems
- Medical Scheme Industry knowledge and Medical Scheme's Act knowledge