Support Officer - Medical Bureau

SUMMARY:
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POSITION INFO:

The Support Officer provides first-line system and administrative support to external clients while supporting the Key Accounts Manager and Sales Director. The role focuses on client system assistance, feedback management, internal system issue resolution, and the coordination of client registrations and contracting processes.

The successful candidate will act as a key link between clients, internal teams, and system support functions to ensure efficient service delivery, system reliability, and accurate client onboarding and record management.

Key Outputs & Responsibilities

Client System Support

• Provide first-line support to external clients for system-related queries and error resolution.
• Assist with user account creation, password resets, and access permission management.
• Ensure system-related client queries are resolved within agreed turnaround times (48 hours).
• Guide users on system functionality, IT procedures, and basic software usage.
• Deliver basic on-site system support and user training when required.
• Respond to client queries via phone, email, and ticketing systems.
• Log, track, document, and escalate technical issues to internal systems teams as necessary.

Client Feedback & Service Improvement

• Collect, analyse, and report on client feedback to identify service improvement opportunities.
• Manage client feedback initiatives, including surveys and follow-up actions.
• Provide actionable recommendations to management to enhance client satisfaction and service delivery.

Internal System Issue Resolution

• Act as liaison between internal systems teams and the medical bureau’s operational teams.
• Collaborate with relevant stakeholders to resolve internal system issues efficiently.
• Support smooth system operations and minimise service disruption.

Client Registrations & Contracting

• Facilitate network contracting processes for new clients, ensuring all required documentation is completed accurately.
• Manage and maintain practice PCNS and banking registrations with precise record-keeping.
• Provide regular progress updates to the Key Accounts Manager and senior management on registration and contracting status.
• Review existing client contracts to ensure clients fully benefit from network contracting agreements.
• Update and maintain accurate client records for existing clients in line with internal procedures and compliance requirements.

Minimum Requirements

Education & Experience

• Matric (Grade 12) or equivalent qualification (essential).
• Experience in IT support, help desk, administration, or customer service roles (advantageous).
• Previous experience in office administration, systems support, or client services preferred.
• Certificate or diploma in Office Administration, IT Support, or related field (advantageous).

Skills & Competencies

• Ability to manage multiple tasks and priorities with strong attention to detail.
• Basic technical proficiency with the ability to explain system functionality clearly to users.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Strong organisational, planning, and time management skills.
• Ability to handle confidential and sensitive information with discretion and professionalism.

Personal Attributes

• Proactive, service-oriented approach.
• Professional, approachable, and client-focused demeanour.
• Self-motivated with the ability to work independently and as part of a team.
• Strong problem-solving and analytical thinking skills.

Other Requirements

• Own reliable transport.

Working Conditions

• Office-based role in Pretoria East.
• Regular coordination with internal teams and external clients.
• Occasional virtual client interactions and on-site support as required.

How to Apply:

• Applications must be submitted online via this advert only. 

If you do not receive feedback within 2 weeks, please consider your application unsuccessful

NB! This job is now closed. You can apply for other jobs by uploading your CV.