Contact Centre Consultant

About the Role

This position is responsible for handling customer interactions received via different company channels, logging all requests, enquiries, and complaints, providing resolutions, and transferring enquiries and complaints to relevant departments for investigation and follow-up. The role ensures that work ethics are adhered to and that customers are attended to promptly.

The representative must conduct job responsibilities in accordance with the Company's Code of Business Conduct, department policies and procedures, appropriate professional standards, and applicable federal laws. Work is conducted under the guidance of the supervisor/manager with instructions carried out as directed.

Key Responsibilities

• Handle all incoming calls and emails from Care Providers, Clients, Enrollees, and prospects to resolve enquiries and complaints in a prompt, courteous, and efficient manner
• Liaise with other departments to obtain information necessary to provide timely feedback to customers; transfer calls to appropriate departments for adequate resolutions
• Log all calls and ensure proper and accurate documentation of all enquiries, requests, complaints, and resolutions
• Authorise Care Providers to deliver specific care according to established pre-authorisation guidelines
• Provide timely and adequate solutions and answers to queries and complaints, giving prompt updates and replies after carrying out enquiries and investigations
• Follow laid-down procedures in responding to calls
• Provide reports and support other departments as necessary
• Ensure the responsible handling and safety of company equipment while carrying out job functions
• Escalate cases to provide timely feedback and resolution to customers

Required Skills and Attributes

• Excellent customer service skills
• Very good oral and written communication skills
• Ability to concentrate and pay close attention to detail
• Good typing skills
• Team player with ability to work collaboratively