Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes..
Job DescriptionKEY OUTCOMES (not limited to) Level 4 and 5 process elements
Manage incoming queries and outbound responses with:
- Members
- Service Providers
- Intermediaries
Provide product specific information
Assess and determine when there is an operational query
Identify and escalate priority issues
Manage and resolve customer complaints
Maintain client information
Complete administrative tasks
Qualifications
The Gap Core Servicing Consultant is responsible for responding to queries, managing complaints, troubleshooting service problems and providing general information regarding our products. Manage our customer experience with excellence and accuracy.
JOB DETAILS
BUSINESS UNIT: Operations - Servicing
DATE OF JOB PROFILE: 1 December 2018
FAIS: Preferred
KEY OUTCOMES (not limited to) Level 4 and 5 process elements
Manage incoming queries and outbound responses with:
- Members
- Service Providers
- Intermediaries
Provide product specific information
Assess and determine when there is an operational query
Identify and escalate priority issues
Manage and resolve customer complaints
Maintain client information
Complete administrative tasks
SPECIAL REQUIREMENTS
PERSON DETAILS: WORK EXPERIENCE
REQUIRED
1 – 3 years call centre experience preferably with short-term insurance and health industry knowledge and experience
PREFERRED
EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED
Matric Certificate
PREFERRED
TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
Knowledge of customer service practices and principles
Excellent listening, verbal and written communication skills
Ability to handle stressful situations appropriately
Proficient in Microsoft and Excel
Call centre systems and multi-tasking
PREFERRED
Additional InformationPersonal Attributes
- Accountability
- Action Orientated
- Collaborative
- Communication Skills
- Simple Writing Skills
- Manages Complexity
- Problem Solving Skills
- Creative Thinking
- Decision Making SKills
- Efficient and Effective Mindset
- Financial Acumen
- Planning and Organisation
- Resilient and adaptive
- Resourcesful
- Signancance and values orientated
Skills Required
- 1-3 years call centre experience
- Short-term insurance and health industry knowledge
- Matric Certificate
- Knowledge of customer service practices and principles
- Excellent listening, verbal and written communication skills
- Ability to handle stressful situations appropriately
- Proficient in Microsoft and Excel
- Experience with call centre systems and multi-tasking
- FAIS accreditation
What We Do
Kaelo has a clear purpose: to improve the lives of South Africans by facilitating access to quality healthcare. We believe that the people of this country have unlimited potential, but that they’ll only be able to fully realise it once their healthcare needs are met. We use innovative approaches and the latest technology to make this happen, and we are never afraid to disrupt the status quo if it means improving people’s lives through healthcare. Our range of products and services have been designed to meet the needs of people who previously may have had limited access to quality healthcare. Our Kaelo Clinic offering delivers on-site healthcare services to workplaces, while our MyHealth Primary Care plans bring private healthcare within reach. Our Gap Cover products provides peace of mind thanks to above-tariff medical costs being covered, while our groundbreaking Kaelo Lifestyle AskNelson product is an advice and counselling solution for employees and their families ensuring both physical & psychological wellbeing. Kaelo believes in the power of partnerships. We meet the healthcare needs of South Africans through a nationwide network of expert brokers, and we collaborate with corporates to engineer holistic healthcare solutions that result in happier, healthier and more productive employees who enjoy a better quality of life, both personally and professionally. This is not a Medical Scheme and the cover is not the same as that of a Medical Scheme. This Policy is not a substitute for Medical Scheme membership. Kaelo Risk (Pty) Ltd is an authorised financial services provider FSP 36931. Our Kaelo Health and Kaelo Gap products are insured by Centriq Insurance Company Limited (FSP 3417). Western Gap is insured by Western National Insurance Company Ltd (FSP 9465).
