Service Specialist

Deliver and enable excellence in all service moments to key stakeholders. Personalised servicing with care through all channels focusing on the overall quality of interaction between our customers and the brand.

Qualifications & Experience:

1. SC/HSC
2. 5 years call centre, membership and assessing experience, preferably in the Health Insurance industry
3. Computer Technology Skills
4. Task management skills
5. Communication Skills, Business Writing Skills, Knowledge and application of clinical risk assessment would be an advantage, Customer Focus, Problem solving and decision-making skills 

Responsibilities:

1. Follow procedures and cooperate with peers and leaders for best possible service delivery
2. Handle telephone and email/web queries within standards and service level agreements
3. Professionally handle clients’ claim queries
4. Professionally handle all client communications
5. Assist in other job functions within the department when the need arises
6. Meet delivery objectives through working with other team members within and linked to the department / project
7. Resolve operational problems and escalate unresolved issues to higher levels
8. Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
9. Servicing key stakeholders in the moment across all servicing channels as required until the request has been resolved. Managing complex service requests to resolution.
10. Performing root cause analysis to resolve the escalation and/or complaint providing corrective and preventative actions and improvements.