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Customer Service Representative

OVERALL PURPOSE OF JOB:

Responsible for providing our customers with a peerless service experience from policy inception to claims resolution. The Customer Service Representative will be the first point of contact for customer enquiries, dealing with individual members, Group Administrators, Providers and Brokers to produce high-quality correspondence and maintain excellent relationships.

 

CUSTOMER SERVICE:

  • Be the primary contact for customers, GA’s, providers and brokers. Handle all enquiries on the phone, via email and letter.
  • Communicate and maintain excellent interpersonal relationships with Clients, Brokers, third parties and other Now Health International departments and offices.
  • Take responsibility for ensuring that products and service delivered to the customer are appropriate to the customer’s need and that the customer is treated in a fair, ethical and consistent manner.
  • Resolve complaints and service failures, and adhere to the complaints record-keeping and escalation procedures.
  • Ensure all instructions, queries and service requests are dealt with promptly and within company specified time frames or as promised to the customer.
  • Ensure that the above is handled accurately, aiming at zero errors.
  • Maintain a very high standard of quality in terms of business integrity and the customer experience.
  • Ensure that customer feedback is properly routed, and work together with the management to address areas of improvement; thus, enhancing the customer experience.
  • Work flexibly within the team to support changing business needs.
  • Handle sales calls in the absence of sales staff, obtaining sufficient information for a quotation or a call back.
  • Ensure that the company’s brand values, principles, and styles are adopted and utilized for all external communication.
  • Act in a highly professional and courteous manner at all times.
  • Adhere to Best Practice Processes, Client Services Standards and to all relevant statutory or regulatory requirements, including treating customers fairly and other TCF initiatives.
  • Follow up on individual plans that have not renewed.
  • Check the work queue on OH+ on a daily basis and allocate the work queue items to the relevant department for action.
  • Ensure all customer documentation is complete prior to forwarding it to the relevant department.
  • Follow up with customers/brokers on any missing information on the application.
  • Ensure all customers/brokers communication is recorded on OH+.

 

SKILLS KNOWLEDGE AND EXPERIENCE REQUIRED

  • Competent experience in a Customer Service delivery environment.
  • Previous experience in the insurance industry, handling medical insurance enquiries.
  • Experience and a good track record in providing excellent service to people at all levels in a multi-cultural environment.
  • Experience in working with a CRM system whereby all details of the customer, communication and service levels can be maintained and monitored.
  • Willing to thoroughly learn and understand the plans and policies offered by the company.
  • Able to work extended hours on occasions when required.   
  • Qualified to a degree level.
  • Excellent written and spoken English is essential, additional French language capabilities is beneficial.
  • High computer literacy.
  • Excellent written and reading comprehension

 

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