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 Kaelo Health 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.

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 

Qualifications

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE

• 1 – 3 years call centre experience preferably with short-term insurance and health industry knowledge and experience

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

• Matric Certificate 

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

•       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