Business Unit: Discovery Health

Function: Call Center / Contact Center

Key Purpose

The successful candidate will go on site and help in the walk-in centre. They are seen as a close extension of the Scheme. They know the members and understand how to navigate the sites especially regarding security. They also support with wellbeing days and training.

The role of the CLC is to investigate, resolve and report on complex escalated queries sent by the scheme management and Council of medical schemes. In addition, they manage complaints escalated to a public domain such as Hello Peter and blogs.

Responsibilities

• Focus on customer needs through the resolution of escalated queries received from the Scheme Office or social media platforms.
• Scrutinize numerical data, verbal data and all other sources of information to ensure a thorough investigation into queries presented and produce workable solutions to a range of...