Our Client, in the client services industry, providing medical response services to clients travelling for business and leisure, is looking for Assistance Coordinators who will be responsible for providing a proactive, professional and timely response to requests for travel and medical assistance by delivering cost effective and customer focused solutions.
Working hours: Shifts between Wednesday and Sunday (10h00 – 19h00)
Key Responsibilities:
- Handle all calls in a prompt, courteous and professional manner with empathy and customer focus.
- Identify the nature of the caller’s needs through effective questioning and listening.
- Create case files capturing all relevant information accurately and provide a synopsis of each situation.
- Provide advice to customers and assist them through the insurance claim process.
- Confirm insurance eligibility of each claimant and ensure all data is captured accurately.
- Notify the client/claims handler/underwriter of all cases where applicable.
- Utilise the correct resources and provide the most appropriate and cost-effective solutions in line with company and client policies and procedures.
- Ensure accurate reserves and costs are added to all case files.
- Obtain information from third parties in order to expedite the claims assessment process.
- Communicate with all parties on a regular basis and monitor all aspects of the assistance to help facilitate case progression.
- Allocate written correspondence to case files, escalating urgent or important correspondence to senior colleagues.
- Where applicable, escalate urgent matters to Senior Coordinators, Team Leaders and Operations Managers as appropriate.
- Ensure high risk and high-profile cases are notified to the Team Leader or Operations Manager immediately.
- Keep up to date with business knowledge and all aspects of service requirements.
- Share experience, knowledge and expertise with colleagues, both in the department and throughout the company, to ensure the best service is delivered at all times.
- Actively participate in team meetings and one-to-one assessment sessions.
- Undertake and participate in own performance review identifying own personal development needs and taking action to achieve new skills and knowledge.
- Take responsibility and ownership for ensuring compliance with departmental and companywide policies.
- Act in a professional, polite and courteous manner towards others at all times.
Minimum Requirements:
- Previous experience working in a telephone-based customer service role desired.
- Excellent written and verbal communication skills.
- Good geographical knowledge.
- Must be able to speak and write English to a native level.
- Additional languages are an advantage.
- Knowledge and experience of working within the travel insurance arena is an advantage.
- Positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to build positive relationships with their team, managers, clients and peers.
- The ability to be responsive and empathetic to the needs of others.
- The ability to communicate professionally, employing excellent listening skills.
- To be able to build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.
Key Competencies:
- Excellent English communications skills
- Strong problem-solving ability
- Initiative
- Customer centric
- Ability to work under pressure and tight deadlines
Please send your CV and salary expectations to cindy@tsm.co.za
Should you not receive correspondence from us within 2 weeks of the closing date please consider your application as unsuccessful.
CLOSING DATE: 20 September 2022