Customer Services Agent X23
Reference Number: MMH250121-4
Location: Centurion
Closing Date 12 January 2026
Role Purpose
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), and responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
- Grade 12
- 2-3 years’ experience in a call centre or client service environment (preferred)
- Exposure to the medical aid and/or health industryProficiency in English, Afrikaans and Nguni languages (spoken,written and verbal)
- MS Office proficiency
Duties & Responsibilities
Internal Process
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards
- Take ownership of complaints and ensure they are resolved timeously and effectively
- Provide clients with the relevant information and documentation as required in line with policy guidelines
- Capture and update client information on relevant systems based on data received from the client
- Accurately complete all administrative and reporting requirements within agreed timeframes
- Adhere to legislative /compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience
Client
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback
- Escalate client queries to the relevant department or stakeholder
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Provide authoritative, expertise and advice to clients and stakeholders
- Build and maintain relationships with clients and internal and external stakeholders
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service
People
- Develop and maintain productive and collaborative working relationships with peers and stakeholders
- Positively influence and participate in change initiatives
- Continuously develop own expertise in terms of professional, industry and legislation knowledge
- Contribute to continuous innovation through the development, sharing and implementation of new ideas
- Take ownership for driving career development
Finance
- Contribute to the financial planning process within area
- Identify opportunities to enhance cost effectiveness and increase operational efficiency
- Manage financial and other company resources under your control with due respect
- Provide input into the risk identification processes and communicate recommendations in the appropriate form
Competencies
- Examining Information
- Documenting Facts
- Establishing Rapport
- Articulating Information
- Showing Composure
- Meeting Timescales
- Upholding Standards
- Taking Action
- Prioritisation
- Teamwork and collaboration
- Adaptability
- Display initiative
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