Specialised Customer Service Associate-Mediclinic ER24

🗏Job Type

Full Time

Advertising Reference Number ER24_60050
Job Title Specialised Customer Service Associate
Department General Administration
Business Unit ER24 Head Office - Gauteng
Geographical Location Paulshof
Province / Region Gauteng
Recruiter Thato Mokgatlhane
Number of Positions 1


Requirements
Standard 10 or Grade 12 or University entrance
1-2 years in an International Assistance environment.
1-2 years flight desk experience coordinating HEMS & Fixed Wing.

Experience on a Computer Aided Dispatch System is advantageous.
Experience with travel insurance products and assistance companies advantageous.
Computer literacy and MS packages.
Communication verbal and written.
Planning Organising meeting deadlines.
Interpersonal skills.
Customer Relationship Management
International Travel Benefits
Service orientation
Ability to exercise judgment under pressure
Ability to multi-task efficiently in a fast paced, stressful environment.
High attention to detail and ability to organise, plan and prioritise.
Effective call handling skills and includes social perceptiveness, active listening & art of negotiation.
Ability to work in a confined area for long periods of time.
Assertiveness
Must have adequate hearing, manual dexterity and mental disposition in order to remain alert and perform all essential job functions.
Problem solving skills
Work in a 24 hour environment, overtime and through holidays.

Key Outputs
Respond to inbound customer inquiries using the following channels of communication:
-Email – Using exceptional written skills, respond to customers using professional written email correspondence.
-Telephone – Provide professional verbal responses to customer inquiries. Interacts with internal and external callers and uses established protocols as well as the computer aided dispatch system to evaluate the situation and take appropriate actions
Analyses information presented in respect of the incident to determine their locations and the nature of their problems.
Records details of all calls, dispatches and messages received.
Work closely with the assistance and aeromedical team members, ensuring all cases are appropriately managed and resolved
Overall management of HEMS and Fixed Wing flight calls that are received via the contact center, web interface or directly at the flight desk.
Handle highly complex cases with little or no micromanagement.
Receive international and domestic specialised calls and respond to them professionally, and with the adequate answer concerning either a medical problem (doctor consultation, hospitalisation), evacuation, repatriation, security, emergency medical dispatch or general questions about the contract/product).
Organise the logistical part which includes but is not limited to coordination of air flights or other transportation and required services in liaison with the client contract.
Coordinate the solution brought to the client with assistance company, doctors, nurses, fixed wing partner.


Other Information
All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa. Mediclinic is contracted as the recruitment agent for ER24 as the employer. Candidates who are interested in applying for this position, can apply directly at http://careers.mediclinic.com Centre. Telephone number for enquiries: +27 21 861 1000.Career Centre. ER24 strives to be the first call in any medical emergency and respond in a way that reflects realhelprealfast. The company's mission is to deliver efficient emergency medical services in a socially responsible manner. We invest in the development of people, infrastructure and technology. We foster mutually beneficial long term relationships. We are innovative in our approach in order to enhance our brand awareness and gain a sustainable competitive advantage. ER24 subscribe to the values of Professionalism, Integrity, Compassion, Innovation and Balance.

Job id : , #72110, 90 views,

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