Executive Office Specialist

To deliver and enable excellence in all service moments to key stakeholders. Personalised servicing with care through all channels focusing on the overall quality of interaction between our customers and the brand. Commit to our service charter and strive to continuously make a positive difference. Manage complex escalations and complaints holistically. Build key relationships and provide a seamless, progressive and holistic approach, understanding the customer’s needs and emotions.

4 - 6 years Health Care Customer Services essential

2 years experience in dealing with key stakeholders at Senior Level essential

2 years experience with high level complex queries and root cause analysis essential

Matric essential, Higher Certificate in Call Centre or similar advantageous.

• Implement practical solutions that use the specialist and departmental systems and processes
• Provide specialist input and recommendations to improve the efficiency, compliance and quality objectives related to the area of specialisation
• Identify problems and develop and propose solutions to present to appropriate leader or stakeholders
• Ensure day to day operational support required from area of specialisation is provided to enhance performance

• Support the identification, development and implementation of cost-effective processes to increase efficiency and reduce cost drivers related to area of specialisation
• Continuously review cost / benefit and Return on Investment within area of specialisation
• Maintain a high level of impact on other departments to support improved delivery
• Continually increase understanding of client and stakeholder needs, satisfaction and service delivery

• Ensure that adequate knowledge regarding specialisation is shared as required and maintained within the research library
• Provide advice and / or training as required
• Maintain, develop and implement specialist knowledge within the day to day operations of the organisation
• Be a member of related professional bodies
• Ensure CPD (continual professional development) or similar accreditation requirements are met annually to ensure maintained specialist accreditation.

• Engage with and provide support to the established network of internal and external expert resources and partners

• Provide Specialist expertise and ensure best practice related to specialisation is implemented in projects, when required
• Conform to project management disciplines when participating in projects
• Represent department or project on appropriate committees related to area of specialisation.

• Service key stakeholders in the moment across all servicing channels as required until the service request has been resolved.
• Manage complex service requests to resolution.
• Educate stakeholders on self
• help digital servicing tools.
• Connect with your customers (all stakeholders) across all channels, enabling an intuitive experience while bringing across our brand authentically.
• Provide a seamless, progressive and holistic approach, understanding the customer’s needs.
• Provide accurate and consistent information, meeting all quality standards and measures.
• Care and deliver excellence in customer satisfaction.
• Strive to identify areas of improvement and sharing of ideas with your team.
• Collaborate with all teams to enable peer to peer learning.
• Identify and correct customer complaints including both corrective and preventative actions. This includes monitoring of all social media platforms.
• Provide accurate reporting and mitigation.

• Perform root cause analysis to resolve the escalation and or complaint providing corrective…