6 Customer Service jobs in Pretoria

A vacancy exists at Medipost Pharmacy for an Administrator Customer Care, reporting to the Customer Care Supervisor/Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to ensure administration tasks are completed accurately and within agreed timelines. Retrieve calls as requested, maintaining confidentiality at all times. Calls are handled professionally and with strict confidentiality within SOPs and SLAs. Assist with inbound calls during call overflow times and any other ad-hoc duties requested from management.

• 100% SLA and SOP compliance
• Accurate data capture and instructions to other departments
• Queries appropriately followed up until finalized
• Retrieve calls accurately and timeously within agreed timelines
• Documents linked accurately and within agreed timelines
• Responses to SMSs sent within 1 hour of receipt
• Action diaries attended to within SLA
• Feedback on Post Call Survey low ratings done as per timelines in SOP
• Compliments verified and logged as per agreed timelines

• Achievement of agreed standards for calls (e.g., call duration, call volumes, etc.)
• Confirmation and update of customer contact information done at every contact
• Professional treatment of clients in accordance with company standards
• High level of confidentiality maintained and compliance to PoPI Act requirements at all times
• Customer satisfaction as measured by customer satisfaction surveys and QA processes
• Minimal customer complaints (0%)

Available and productive 8 hours per day between 08h00 and 17h00, excluding reasonable bathroom breaks and 2x 15-minute tea breaks and ½ hour lunch break.

Grade 12

1-2 years in a customer service role. Computer literacy. Fully bilingual.

Health care industry experience. Additional African language ability.

• SLA training
• Company policies and procedures
• Ongoing systems process

• Verbal and written communication skills
• Empathy
• Accuracy
• Data capturing skills
• Interpersonal skills and relationship building skills
• Time management
• Able to handle pressure
• Deadline oriented
• Neatness
• Initiative

Ad hoc after-hours availability for compulsory training or other company requirements.

We are seeking a Customer Care Legal Liaison to join our team. The ideal candidate will be responsible for providing legal support and guidance to our customer care team to ensure compliance with laws and regulations related to customer interactions. The Customer Care Legal Liaison will also be responsible for handling any legal inquiries or issues that may arise from customer interactions.

1. Review and provide legal guidance on customer care policies and procedures
2. Ensure compliance with all laws and regulations related to customer interactions
3. Handle legal inquiries or issues from customers or other external parties
4. Collaborate with our legal team to address legal matters related to customer care
5. Develop and maintain legal documents and resources for the customer care team
6. Train and educate customer care team members on legal compliance requirements

1. Bachelor’s degree in Law or related field
2. Previous experience in a legal role or customer care role preferred
3. Strong understanding of legal and regulatory requirements related to customer interactions
4. Strong written communication skills, including accurate spelling and grammar
5. Ability to work effectively in a fast-paced environment
6. Detail-oriented and organized
7. Ability to think critically and problem-solve effectively

1. 15 days annual leave
2. Momentum FundsAtWork provident fund
3. Market related salary
4. Life Insurance

If you are a dynamic and detail-oriented individual with a passion for legal compliance and customer care, we encourage you to apply for the Customer Care Legal Liaison position at our company.

An exciting career opportunity exists at Medipost Pharmacy for PB Assistant, reporting to the Customer Care Manager. This position is based in Gezina. The purpose of the job is to retrieve calls as requested, maintaining confidentiality at all times. To handle/investigate/resolve all written enquiries/complaints within specified timelines as per SLA requirements and standard operating procedures. Tasks completed accurately, courtesy calls handled professionally and with very strict confidentiality within SOPs and SLA.

• Handling escalated correspondence in a professional manner with emphasis on customer service
• Complaints attended to, investigated, resolved and feedback provided within agreed timelines
• Accurate and complete handling of all profiles worked on.
• Correspondence handled professionally and with very strict confidentiality within SOPs and SLA and in accordance with PoPIA principles
• Problem solving and follow up of queries
• Achievement of agreed standards for query resolution and final feedback
• Accurate data capture and instructions to other departments
• Attend to Action Diaries, calls, Emails, Webchats, SMSs within agreed turnaround times
• Investigate and provide feedback on Survey Low Ratings within agreed timelines
• Log Service Failures accurately on the agreed template
• Adhere to GPP at all times

• Authorise medication and interact with health care professionals where needed
• Claiming of scripts and or any other claiming/capturing related procedure with emphasis on the MML as per Standard Operating Procedures
• Ensure to adhere to GPP and SOPs at all times

• Achievement of agreed standards for courtesy call timelines
• Professional treatment of clients in accordance with company standards
• High level of confidentiality maintained and in accordance with POPIA principles
• Calls answered within 2 rings

• Available and productive 8 hours per day between 08h00 and 17h00, (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)
• Willingness to work standby shift as per contract of employment
• Grade 12 with English, and an additional official language with a minimum result of 50%. Mathematics with a minimum result of 50%
• SAPC

Medipost App system training, SLA training, company policies and procedures, computer literacy, soft-skills development (in-house), Mitel Ignite System Training, JIRA training, Webchat Training.

Ad hoc after-hours availability for standby shifts, compulsory training or other company requirements.

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses. Visit us at As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries

Requirements

• Matric or relevant qualification
• Exposure to the insurance or financial services industry
• 2 years relevant experience in client servicing environment
• Microsoft Office Suite (Word, Excel)
• Employee Benefits experience (advantageous)
  
  

• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation is completed accurately and correctly as per departmental guidelines in order to meet client needs.
• Effectively utilise IT systems to ensure accuracy of documentation.
• Adhere to policies and procedures and take corrective actions where necessary.
• Ensure all risks are mitigated and escalated where necessary.
• Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
• Keep abreast of MMH product changes in order to effectively and accurately assist with client queries.
• Ensure Service Level Agreements are met and exceeded.
• Deal promptly with client requests in a competent, efficient and professional manner.
• Collaborate and partner with team members in order to drive and support effective teamwork.
• Display and live the MMH values when dealing with clients, stakeholders and members
  
  

• Capture data accurately on relevant systems according to Service Level Agreements.
• Provide relevant information and documentation as requested, in line with relevant guidelines.
• File and maintain all relevant documentation, enabling ease of access by team members.
• Accurately complete all administrative and reporting requirements within agreed timeframes
  
  

• Provide authoritative expertise 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
  
  

• 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
  
  

• 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 forum
  
  

• Planning and organising.
• Accountability.
• Customer orientation.
• Attention to detail.
• Good Communication skills.
• Good attention to detail.
• Interpersonal skills.
• Time management skills.

Role Purpose

Provide quick and accurate administrative support, to enable the client service area to deliver a professional service to clients within Service Level Agreements SLA and legislative / compliance requirements.

Requirements

• Matric or Grade 12 Equivalent.
• 2 Years’ experience in a Financial Services administration environment.
• Experience with MS Office suite (Word, Excel).
• Employee Benefits experience (advantageous).
  
  

• Take ownership of all client service requests and ensure that it is resolved timeously and effectively.
• Capture data accurately on relevant systems according to Service Level Agreements.
• Provide relevant information and documentation as requested, in line with relevant guidelines.
• File and maintain all relevant documentation, enabling ease of access by team members.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to all relevant legislative / compliance requirements.
• Identify and report process and system failures and enhancements to improve client experience.
• Provide authoritative expertise 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.
• 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.
• 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 forum.