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    Service Specialist - Johannesburg, South Africa - Palesa Mbali Group

    Palesa Mbali Group
    Palesa Mbali Group Johannesburg, South Africa

    3 days ago

    Default job background
    Full time
    Description

    Position Purpose

    Deliver and enable excellence in all service moments to all stakeholders.
    Personalised servicing through the omni -channel experience focusing on the overall quality of interaction between our customers and the brand.
    Committing to our service charter and strive to continuously make a positive difference.

    Experience

    3 - 5 years Health Care Operations Experience
    2 – 3 years Call Centre Experience

    Qualifications

    Grade 12 / Matric / NQF level 4. Call Centre, Customer Services Certificate Advantageous

    Accountabilities

    Client service delivery and quality:

    • Follow procedures and cooperate with peers and leader for best possible service delivery

    Compliance and Risk Management:

    • Defined legal, statutory and regulatory compliance is maintained at the required standards
    • Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

    Financial Management:

    • Contribute to cost savings within the department to assist with financial goals and targets

    Operating Model:

    • Meet delivery objectives through working with other team members within and linked to the department / project
    • Resolve operational performance variations and problems and escalate unresolved issues to higher levels
    • Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery

    Operational Implementation of Strategy:

    • Keep up to date with operational changes implemented in response to important external influences
    • Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
    • Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement

    Operational Leadership:

    • Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
    • Engage in development, coaching and mentoring
    • Support transformation through valuing diversity



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