Onsite CRM - Sasolmed - Secunda

Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to make this vision a reality. Fuelled by our passion for enhancing lives and our desire to innovate, Discovery consistently sets global standards, creating shared value through shared intellectual capital. A testament to this is our Vitality programme, which is both a platform to incentivise people to live healthier lives as well as a channel through which shared value is delivered. We are a proudly South African-born, global company with health, life and short term insurance operations in South Africa and the United Kingdom, and a presence in Germany, France, the United States, Canada, Australia, Singapore, Hong Kong, Philippines, Thailand, Malaysia, China and Japan through our Global Vitality Network. One way in which we uphold our promise of shared value is by being a positive disruptor that focusses on bringing about sustainable change in the lives of the people and communities we serve across the globe. Our values of leadership, honesty, innovation and fairness act as our compass, directing our business practices to take advantage of every opportunity while looking for ways to dazzle clients. Key Purpose Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries Key Outputs Focuses on customer needs through the resolution of queries 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. Presenting and communicating information effectively so as to ensure clear understanding and buy-in Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks. Gains clear agreement and commitment from others by persuading, convincing and negotiating. Resolve highly escalated queries swiftly and efficiently Coordinating own and team's administration Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny Competencies Behavioral Competencies Action orientated Being open and receptive to feedback and change Deciding and initiating action Ethics and Values Managing diverse relationships Adapting to change Communication and writing skills Ability to work independently Meeting and exceeding customer expectations Skills Time Management Verbal and written communication Problem solving skills Presentation skills Relating to others Knowledge Extensive understanding of the Discovery Health Product Benefit and process knowledge Qualifications & Experience Essential Matric Afrikaans (Speak and Write) MS Office Knowledge Minimum of 12 months Face-to-face customer service experience Valid driver's license and own transport Advantageous Relevant tertiary qualification In-depth knowledge of the Sasolmed product, processes and systems Medical Scheme Industry knowledge and Medical Scheme's Act knowledge