Momentum: Client Service Administrator - Call Centre

Role Purpose: To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries.

Duties & Responsibilities

The incumbent will be co-responsible for the following:

• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation is completed accurately and correctly as per departmental guidelines in order to meet client needs.
• Effectively utilise IT systems to ensure accuracy of documentation.
• Adhere to policies and procedures and take corrective action where necessary.
• Ensure all risks are mitigated and escalated where necessary.
• Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
• Keep abreast of MMI product changes in order to effectively and accurately assist with client queries.
• Ensure Service Level Agreements are met and exceeded.
• Deal promptly with client requests in a competent, efficient and professional manner.
• Collaborate and partner with team members in order to drive and support effective teamwork.
• Display and live the MMI values when dealing with clients, stakeholders and members.

Requirements:

• Matric or Grade 12 certificate
• 1 Year experience in a client service environment
• Computer skills (Basic MS knowledge)

Advantageous:

• Employee benefits experience will be an advantage
• 6 months’ call centre experience in a client service environment will be an advantage

Skills and Competencies:

• Client orientation
• Accountability
• Planning and organising
• Attention to detail
• Communication skills
• Teamwork