Client Liaison Officer: Sasolmed - Discovery Limited

The successful candidate will go on site and help in the walk-in centre. They are seen as a close extension of the Scheme. They know the members and understand how to navigate the sites especially regarding security. They also support with wellbeing days and training.

Role of the CLO is to investigate, resolve and report on complex escalated queries sent by the scheme management and Council of medical schemes. In addition, they manage complaints escalates to a public domain such as Hello Peter and blogs.

Key Outputs

• Focuses on customer needs through the resolution of escalated queries received from the Scheme Office or Social media platforms
• Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.
• Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks.
• Coordinating own and team’s administration
• Ability to draft written responses of an excellent and consistently professional standard in English/Afrikaans, occasionally subject to executive and legal scrutiny
• Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way.
• Produces workable solutions to a range of problems through root cause analysis to implement changes across the business.

Competencies

Behavioral

• Managing diverse relationships
• Ability to work independently
• Meeting and exceeding customer expectations
• Upholds ethics and values
• Resilience
• Action orientated

Skills

• Time Management
• Excellent Verbal and written communication
• Interpersonal skills
• Problem solving skills

Qualifications & Experience

Essential

• Essential Matric
• MS Office Knowledge

Advantageous

• Relevant Qualification
• Bilingual (English and Afrikaans)