ROLE SUMMARY
Answer inbound or internally transferred telephone calls, evaluate the caller's assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources.
QUALIFICATIONS
Minimum Grade 12 or equivalent NQF level 4
Advantageous: Short Term Insurance related qualification
EXPERIENCE
2 years' experience in a call centre environment
RESPONSIBILITIES
Operational
Frontline
Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements.
Effective and professional call attendance within required call duration service level criteria
Analyze the nature of assistance requested or further action required
Validate the client's record
Log all the relevant details accurately and complete all relevant fields on the required system based on the client's request and information
Log non-benefit calls accurately via the Mitel account code platform or on other platforms used.
Explain the benefits and limits applicable
Identify, implement and coordinate appropriate solutions
Summarize and collate case related communications in the case register
Immediately act upon any omissions or service failures identified during the course of the case management.
Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
Manage client expectations by communicating the workflow effectively
Dispatch
Acknowledge receipt of case allocation on the system.
Appoint a service provider within contractual requirements timeframes.
Appoint the right and most appropriate supplier in the correct area.
Escalate any problems with the service provider to the Supervisor and Procurement department immediately.
Verify that correct rates are captured on the system for each case and are in line with the service level agreement with the supplier.
Validate the costs correctly and accurately.
Ensure that the correct mileage is added and authorized for each case where necessary.
Discuss the rates with the appointed supplier if they are not on the panel and ensure that case notes are always updated and accurate.
Apply allocation charges and ensure that a new service provider is appointed where an allocation has been made and the supplier is unable to assist.
Ensure that the supplier receives instructions by sending a text message, telephone call and/or email after hours or during the weekends.
Advice the client that the service provider has been appointed.
Schedule a follow up at an agreed time and ensure the ETA is logged on the system.
Follow up
Acknowledge receipt of case allocation on the system.
Follow up within 20 minutes that the service provider has contacted the client.
Re-assign back to Dispatch to re-appoint another service provider where there is a problem.
Ensure that concise and adequate notes are updated on the system.
Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay.
Complete the case on the system and close the case when a client is assisted.
COMPETENCIES:
Documenting Facts: Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
Managing Tasks: Very effective at planning and organizing, identifies clear priorities and milestones.
Taking Action: Very energetic. Impatient to get things started and good at starting things off. Focused on making things happen.
Pursuing Goals: Very ambitious and want to be successful. Achieves outstanding results, very persevering and will keep going no matter what.
Showing Composure: Remains calm and does not get anxious before or during important events. Works well under pressure.
Team Working- Works anticipatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making.
Thinking Positively:Is optimistic, positive and cheerful. Recover easily and quickly from setbacks.
Resolving Conflict:Quick to resolve disagreements, effective at calming upset people and copes well with people who are upset.
Following Procedures: Extremely rule following, procedural and risk averse.
Upholding Standards:Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
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