Vitality Health International Service Consultant (Portuguese Speaking) - Talent Pool Business Unit: Discovery Health Function: Call Center / Contact Center Date: 28 Oct 2024 Key PurposeTo take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal partiesDealing with all queries through to resolutionKeeping client up to date with their queriesEnsuring excellent quality service to all membersCompleting administrative and repetitive tasksKeeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basisLogging of all queries and routing all enquiries to correct departmentsWorking on Africa Health Insurance systemsKeep up to date with policy and product changesAssisting with written correspondence where necessaryDriving the values of first time resolution on all interactionsApplying logic in all circumstancesBehavioral CompetenciesPresenting and communicating informationDelivering results and meeting customer expectationsDeciding and initiating actionFollowing instructions and proceduresAdhering to principles and valuesPersuading and influencingAnalyzingCoping with pressure and setbacksAble to work between shifts allocatedKnowledgeAll Africa Health Insurance product and benefit knowledgeAfrica Health Insurance SystemsSkillsTime ManagementVerbal and written communicationQualifications & ExperienceMatricBasic MS Office KnowledgeMinimum of 6 months customer service experienceAbility to speak PortugueseEMPLOYMENT EQUITY The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process.
As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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