LAS Contact Centre Agent at Lancet Laboratories

An opportunity has presented itself to appoint a suitably qualified candidate into the position of LAS Contact Centre Agent: Collections . This is a Permanent position based at Richmond Auckland Park.

Job Summary:

This post holder is responsible for handling calls from new and existing customers regarding a variety of requests, using their knowledge of products or services as well as great customer service skills. Provide support and offer information as needed to keep customers satisfied and retain business.

Key Performance Areas:

• Ensure all queries are successfully resolved making sure that possible dates of payments are always obtained on outstanding accounts to assist in meeting departmental targets
• Escalate all unresolved queries to back office, team leader/supervisor/manager for further investigation
• Ensure effective communication to clients, delivering high level of call centre service and telephone etiquette
• Record all client profiles on script and Meditech to ensure records move within the strategy
• Must display excellent knowledge on the medical aids and private book to ensure resolution on queries
• Monitor own after call work time to ensure call answering service levels are always met
• Ensure that there are no issues/complaints due to process deviations
• Process problems to be identified and solutions to be recommended
• Maintain confidentiality of patient’s personal data and other information to protect the privacy and integrity of the organisation.

Competencies:

• Ability to use own initiative
• Attention To Detail
• Communication
• Decision making

• Flexibility
• Problem solving
• Stress management
• Telephone etiquette
• Drive (includes energy and stamina) linked to achievement motivation
• Ability to handle sensitive and confidential information
• Ability to work independently as well as in a group
  
  

Minimum Criteria Required:

Grade 12

Experience:

3 to 5 years relevant experience

Relevant Job Knowledge:

Computer literate

Remuneration:

Compensation is commensurate with qualification and experience level.