Key Purpose

• To drive an end-to-end customer service experience by:
• 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.
• Areas of responsibility may include but are not limited to
• 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 weekly
• 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 circumstance
• Personal Attributes and Skills
• 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
• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems
• Time Management
• Verbal and written communication

Education and Experience

• Matric
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience
• Ability to speak to Swahili (Kiswahili sanifu)
• Minimum of 6 months of inbound call center experience in a customer service environment