The Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and abandoned calls and contact members to obtain outstanding information. The Call Centre Agent provides assistance to the employer, member, the consulting and claims teams and external service providers. The Call Centre Agent reports to the Call Centre Manager.

DUTIES AND RESPONSIBILITIES
• Answer call within 3 rings.
• Attend to all walk-in visitors.
• Investigate and resolve all member benefit statement related enquiries.
• Escalate urgent requests by completing the claim escalation sheet daily.
• Identify caller / visitor and verify security information by requesting the callers / visitor’s designation / relation and or employee number, ID number, employer name or levy number.
• Obtain enquiry / request by actively listening; display the ability and desire to listen and be sensitive to callers / visitor’s needs.