Key Purpose

• To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

Key Outputs

• Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties
• Dealing with all queries through to resolution
• Keeping client up to date with their queries
• Ensuring excellent quality service to all members
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
• Logging of all queries and routing all enquiries to correct departments
• Working on Africa Health Insurance systems
• Keep up to date with policy and product changes
• Assisting with written correspondence where necessary
• Driving the values of first time resolution on all interactions
• Applying logic in all circumstances

Competencies

Behavioral Competencies

• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions and procedures
• Adhering to principles and values
• Persuading and influencing
• Analyzing
• Coping with pressure and setbacks
• Able to work between shifts allocated

Knowledge

• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems

Skills

• Time Management
• Verbal and written communication

Qualifications & Experience

Essential

• Matric
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience
• Ability to speak Portuguese