Responsible for overseeing the operation of the Customer service department within a company. Ensure that customers are satisfied by responding in a timely and professional manner to their inquiries and complaints. Responsible for developing and implementing strategies to improve customer satisfaction levels and reduce customer complaints.Responsibilities:1. Oversee the customer support team and ensure that they are meeting company objectives.2. Develop and implement procedures to improve customer satisfaction levels and reduce customer complaints.3. Analyze customer support data to identify trends and make recommendations for improvements.4. Provide training to customer support staff on customer service best practices and company policies.5. Manage customer escalations to ensure that they are resolved in a timely and satisfactory manner.6. Collaborate with other departments to resolve customer issues and resolve cross-functional conflicts.7. Monitor customer support metrics such as response time, resolution time, and customer satisfaction levels.8. Develop and maintain customer support policies and procedures.9. Analyse customer feedback and service metrics to guide strategy and enhance overall customersatisfaction.10. Stay updated on industry trends and emerging technologies in customer support, implementing these insights to improve our service offerings.

POSITION OBJECTIVES:Responsible for providing a fully integrated “one-stop-shop” Customer Service Department which strives to offer the highest standards of query resolution while representing the company in a positive and professional manner. To become a specialist of the business by actively seeking out updated information regarding your area of responsibility and communicating this information to all members of the department. The effective and efficient management and processing of all Credits and Claims within specified time period. Manage the Customer service team.SPECIFIC ACCOUNTABILITIES:1. Manage all Regional Directors, Area Distributors, Group Distributors and Beauty Advisor Queries.2. Management and processing of all Credits and Claims. 3. Maintaining the highest level of customer service regarding all Service Level Agreements.4. Promoting the Cross functional integration of all departments and the field in order to achieve the desired customer service outcome. 5. Manage the Call Centre/Customer Service Department.KEY ACCOUNTABILITIES:• Customer Focus• Initiative• Communication skills• Attention to detail• Listening• Conflict Management• Problem solving• Assertive and professional• Collaboration• Time Management• Action Orientated• Delegation• Direct others• Organizing and Planning• Prioritizing

● To manage an operational team to ensure that Service Level Agreements and operational targets are achieved. ● Implement initiatives to improve overall service delivery and relationship building ● Ensure all compliance requirements are implemented and upheld. ● Update and compile monthly manager’s and client specific reports. ● Produce reports to measure quality and standards and update statistics on monthly incentive program. ● Conduct call evaluations in order to identify any training gaps or requirements. ● To ensure staff adhere to the quality standard as set up within the business unit. ● Provide weekly and monthly coaching sessions with staff to ensure continuous development. ● Attend calibrations sessions to analyze inbound and outbound calls to identify development areas & trends for training purposes. ● Implement team operational plans and manage that the defined delivery objectives are met through supporting, and being supported by other teams within and linked to the department / project. ● Identify opportunities to improve the team's core operational internal processes and internal supply chain. ● Ensure delivery targets/objectives are met and motivate the team to operate in a mutually supportive manner. ● Monitor staff performance on a daily, weekly and monthly basis to ensure Key Performance Areas are met. ● Implement PIP’s & PDP’s. ● Manage customer complaints (including Council of Medical Aid Schemes) with internal business tools such as root cause analysis to ensure escalations are resolved with TAT. ● Attend Customer Service, complaints and SPN Forums. ● Conduct workshops with staff to keep them abreast with any changes within the BU ● Review all call centre processes annually for improvement. ● Undergo internal and external audits ● Log and resolve RFI’s (Request for Improvement) as well as close any audit finding should such occur.

● Manage all GEPF - Government Employees Pension Fund queries regarding arrears, amounts owed and amounts due. ● Manage all medical aid contribution queries. ● Collections done for arrears on medical aid membership. ● Collections done for outstanding amounts owed on claims. ● Collections done for any shortfall amounts on claims. ● Assist members with payment arrangements as per the Debt Mandate Guidelines. ● Drafting payment arrangement letters based on members profile and qualifications. ● Review and implement process improvements on the Debt Mandate bi-annualy. ● Concluding quotes for new membership applications. ● Ensuring quality scores are maintained. ● Communicate with customers in a professional, courteous, and friendly manner, both verbally and in writing. ● Listen attentively to customers' concerns and needs, and provide appropriate solutions or recommendations to solve their problems. ● Handle customer inquiries, complaints, and feedback through various channels, including phone, email, chat, and social media. ● Keep accurate records of customer interactions and transactions, and follow up on any outstanding issues or concerns. ● Collaborate with colleagues from different departments to resolve complex issues and provide accurate information to customers. ● Stay up-to-date with product and service offerings, policies, and industry trends to provide excellent customer service. ● Use customer feedback to identify areas for improvement in products, services, and processes, and make recommendations to management. ● Attend training sessions and participate in ongoing professional development to improve customer service skills and knowledge. ● Demonstrate a positive attitude, enthusiasm, and a commitment to customer satisfaction. ● Meet or exceed established customer service performance metrics, such as response time, first call resolution, and customer satisfaction scores.

● Concluding new membership applications. ● Administration of member’s option changes on their medical aid. ● Assist with the capturing of medical aid quotes for U.K based companies. ● Ensure that all company details are correct (eg) Location and Address ● Ensure that Broker details are correct and that quotes get sent out to them in time. ● Ensure that all details such as ages/dates of birth, underwriting, hospital scales and excess is correct and available in order to capture the quote. ● Request proposal returns of any incorrect or outstanding information. ● Ensure that all information given is captured correctly before submitting it. ● Communicate with customers in a professional, courteous, and friendly manner, both verbally and in writing. ● Listen attentively to customers' concerns and needs, and provide appropriate solutions or recommendations to solve their problems. ● Handle customer inquiries, complaints, and feedback through various channels, including phone, email, chat, and social media. ● Keep accurate records of customer interactions and transactions, and follow up on any outstanding issues or concerns. ● Collaborate with colleagues from different departments to resolve complex issues and provide accurate information to customers. ● Stay up-to-date with product and service offerings, policies, and industry trends to provide excellent customer service. ● Use customer feedback to identify areas for improvement in products, services, and processes, and make recommendations to management. ● Attend training sessions and participate in ongoing professional development to improve customer service skills and knowledge. ● Demonstrate a positive attitude, enthusiasm, and a commitment to customer satisfaction. ● Meet or exceed established customer service performance metrics, such as response time, first call resolution, and customer satisfaction scores.

● Concluding new membership applications. ● Administration of member's option changes on their medical aid. ● Attending to calls from members, brokers & as well as providers. ● Handle all calls relating to bank details, credit control, re-funds and claims. ● Communicate with customers in a professional, courteous, and friendly manner, both verbally and in writing. ● Listen attentively to customers' concerns and needs, and provide appropriate solutions or recommendations to solve their problems. ● Handle customer inquiries, complaints, and feedback through various channels, including phone, email, chat, and social media. ● Keep accurate records of customer interactions and transactions, and follow up on any outstanding issues or concerns. ● Collaborate with colleagues from different departments to resolve complex issues and provide accurate information to customers. ● Stay up-to-date with product and service offerings, policies, and industry trends to provide excellent customer service. ● Use customer feedback to identify areas for improvement in products, services, and processes, and make recommendations to management. ● Attend training sessions and participate in ongoing professional development to improve customer service skills and knowledge. ● Demonstrate a positive attitude, enthusiasm, and a commitment to customer satisfaction. ● Meet or exceed established customer service performance metrics, such as response time, first call resolution, and customer satisfaction scores.

● Ensuring that customer's credit card accounts are up to date. ● Arrange payment plans for customers. ● Communicate with customers in a professional, courteous, and friendly manner, both verbally and in writing. ● Listen attentively to customers' concerns and needs, and provide appropriate solutions or recommendations to solve their problems. ● Handle customer inquiries, complaints, and feedback through various channels, including phone, email, chat, and social media. ● Keep accurate records of customer interactions and transactions, and follow up on any outstanding issues or concerns. ● Collaborate with colleagues from different departments to resolve complex issues and provide accurate information to customers. ● Stay up-to-date with product and service offerings, policies, and industry trends to provide excellent customer service. ● Use customer feedback to identify areas for improvement in products, services, and processes, and make recommendations to management. ● Attend training sessions and participate in ongoing professional development to improve customer service skills and knowledge. ● Demonstrate a positive attitude, enthusiasm, and a commitment to customer satisfaction. ● Meet or exceed established customer service performance metrics, such as response time, first call resolution, and customer satisfaction scores.