About Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

The Gap Core Servicing Consultant is responsible for responding to queries, managing complaints, troubleshooting service problems and providing general information regarding our products. Manage our customer experience with excellence and accuracy.

JOB DETAILS

KEY OUTCOMES (not limited to) Level 4 and 5 process elements
Manage incoming queries and outbound responses with:
- Members
- Service Providers 
- Intermediaries 
Provide product specific information 
Assess and determine when there is an operational query
Identify and escalate priority issues 
Manage and resolve customer complaints
Maintain client information  
Complete administrative tasks 

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE
REQUIRED
1 – 3 years call centre experience preferably with short-term insurance and health industry knowledge and experience
PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED
Matric Certificate 
PREFERRED

TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
Knowledge of customer service practices and principles
Excellent listening, verbal and written communication skills 
Ability to handle stressful situations appropriately 
Proficient in Microsoft and Excel 
Call centre systems and multi-tasking
PREFERRED

•       Accountability
•       Action orientated
•       Collaborative
•       Communication
•       Business writing skills
•       Manage complexity
•       Problem solving skills
•       Decision thinking
•       Encourages engagement
•       Resilient and adaptive
•       Resourceful
•       Demonstrates self-awareness
•       Purpose driven
•       Significance and values orientated