Support Centre Agent

SUMMARY:
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POSITION INFO:

Position Overview:
To provide world-class telephonic and online support to users of the VeriClaim Billing System. Ensure ultimate customer satisfaction for both internal and external clients by resolving queries within the given turnaround times.

Reports to:
Support Centre Team Leader

Experience:
Minimum of 1 year’s VeriClaim Experience.
Previous experience working in a Support Centre environment will be an advantage.

Essential Job Functions:
Manage large amounts of inbound and outbound calls.
Manage large volumes of tickets within set time frames.
Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
Evaluate concerns of the customers and provide logical workable solutions.
Escalate issues to relevant department, for further investigation, where needed.
Build sustainable relationships and engage customers by going the extra mile.
Meet induvial and team qualitative and quantitative targets.
Document all call and ticket information according to standard operating procedures.
Manage after hour emergency queries on a rotation basis.

Skills and Functional Requirements:
Understanding and working knowledge of functionalities on VeriClaim.
Customer focused & ability to build customer relations.
Ability to take responsibility for work done.
Effective management skills.
Ability to take initiative.
Ability to manage multiple tasks simultaneously.
Excellent time management and organisational skills.
Deadline focused.
Excellent problem-solving skills.
Analytical thinker.
General knowledge of Microsoft, Word and Excel.
Excellent command of spoken and written English.
Knowledge of the Private Medical Aid industry.
Excellent communication skills verbal and written.
Excellent Telephone and email etiquette.
Detail orientated.
Highly motivated and enthusiastic and able to work in a team.
Credit Control experience will be an advantage.