Contact Centre Consultant at Avon HMO

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

In addition, 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. The representative is to work under the guidance of the supervisor/manager and carry out instructions as directed.

Duties/Responsibilities

• Handle all incoming calls and emails from Care Providers, Clients, Enrollees, and prospects to resolve every enquiry and complaint 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 the established pre- authorisation guidelines.
• Provide timely and adequate solutions/ answers to queries and complaints, giving prompt updates/ replies after carrying out inquiries/ investigations.
• Follow the laid-down procedure 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/ resolution to customers.

Skills/Attributes

• Excellent customer service skills
• Very good oral and written communication skills
• Ability to concentrate and pay close attention to detail.
• Good typing skills
• Must be a team player – ability to work effectively and cordially in a diverse team.
• Active listening skills
• Proficiency in the use of Microsoft Office
• Ability to learn quickly and work in a fast-paced environment.
• Strong organisational and time management skills
• Good probing and analytical skills
• Good understanding and interpretation of numerical/ quantitative data.

Education/Experience Requirements

• BSc or HND degree from a recognised institution
• A science or medical background would be an advantage.
• Previous experience in a contact centre or similar environment would be an added advantage.