Onsite CRM Specialist

About this role

Discovery is looking for a customer relations team member to work onsite in Secunda, Mpumalanga. You will answer questions from Sasolmed members and help them understand their claims, benefits and medical scheme rules.

What you’ll do

• Answer member queries about claims, benefit limits, new business, chronic medication and general policy questions.
• Look into queries carefully by checking figures, notes and other information, then suggest practical solutions.
• Resolve escalated queries quickly and well, so members get a first-time answer where possible.
• Spot process or service problems and propose ways to fix them.
• Build good working relationships with colleagues and customers, both inside and outside the company.
• Keep your own admin and your team’s admin in order.
• Write clear, professional responses in English. Some of these may be reviewed by senior managers or the legal team.

What you need

• Matric.
• Afrikaans, both spoken and written.
• Minimum 12 months of face-to-face customer service experience.
• A valid driver’s licence and your own transport.
• MS Office skills.
• Good knowledge of Discovery Health product benefits and processes.
• Advantageous: Afrikaans reading skills as well as speaking and writing.
• Advantageous: a relevant tertiary qualification.
• Advantageous: in-depth knowledge of the Sasolmed product, processes and systems.
• Advantageous: knowledge of the medical scheme industry and the Medical Schemes Act.

Is this job for you?

This job suits someone who likes helping people solve problems and explaining complex rules in simple terms. You should be patient, calm under pressure and comfortable working with both members and colleagues. If you have already worked in a customer service role and speak Afrikaans well, this could be a good fit.

Tips before you apply

• Have your matric certificate, driver’s licence and proof of your customer service experience ready to upload.
• Show your 12 months of face-to-face customer service work clearly on your CV, with dates, employers and what you handled.
• Mention your Afrikaans skills and any experience with medical schemes, claims or benefits, even if it was informal.