Client Relationship Manager - Escalations (Healthy Company) - Pretoria
Discovery Corporate & Employee Benefits
Client Relationship Manager – Escalations (Healthy Company)
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best.As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Corporate & Employee Benefits
Discovery Corporate and Employee Benefits is the first and only employee benefits provider to shape employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance are brought to companies and employees.
Key Purpose
Assumes accountability and resolution of escalated queries and complaints from Intermediaries, Employers, and Members (telephonically, via e-mail/letter and on face-to-face basis).
Areas of responsibility may include but not limited to
The successful applicant will be responsible for but not limited to the following job functions:
- Resolution of escalations and complaints (telephonically, via e-mail/letter and on face-to-face basis) of escalated complaints from Intermediaries, Employers and Members.), including those received via Wellness Advisers (WAs) and Corporate Service Managers (CSMs).
- Troubleshooting, meeting with irate clients and managing difficult situations on all levels (Intermediaries, Employers, and Members)
- Reach out to at-risk clients and provide basic emotional support.
- Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
- Identifying the proposing solutions to process and service-related failures. Build and establish relationships at all levels with external partners and internal departments to ensure that timeous resolutions are found to any problem that might arise
- Attend meetings and give training on request
- Support role to the corporate service manager and Wellness Advisors
- Compiling and drafting of reports and letters
- Analysing and summarizing reports and providing feedback to Management
- Market drives and other projects as and when required
- Facilitate member training and employer helpdesk sessions upon request.
- Attend meetings and deliver training sessions as required.
- Strong Intra & interpersonal skills
- Professional written and verbal communication
- Must be able to work with targets and deadlines, strong work ethic
- Positive outlook and internally motivated
- Compassion and an interest in mental health
- Customer focus
- Analytical and reporting skills
- Personal learning and Priority setting
Education and Experience
The following requirements are essential:
- 12 Months Discovery Health experience with regards to client/employer interaction with experience in dealing with escalated queries (telephonic/email)
- Have thorough knowledge of Discovery’s products, systems and processes
- Be proficient in English (writing, reading, speaking)
- Experience as a Senior contact centre consultant/Service Specialist
- Performance of 100% or above to be achieved over six months
The following requirements will be advantageous:
- Clinical/Medical knowledge
- Extensive Paradigm knowledge
- Outlook, Word & Excel knowledge
- Bilingual
Employment 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.
EMPLOYMENT 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.