Application Deadline: 4 June 2025
Job Reference: MMH250121-4
Job Title: Customer Services Agent (20 Positions Available)
Employment Type: Permanent
Department: Client Services
Division: Health Solutions
Remote Work: Not applicable
Location: Centurion, Gauteng, South Africa
About the Company
Momentum Health Solutions, a division of Momentum Metropolitan Holdings, delivers integrated, long-term health services tailored to diverse market segments. Our focus is on building a culture of innovation, leveraging strategic health capabilities, and generating meaningful value for clients throughout their healthcare journey.
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Position Purpose
To provide professional client service across multiple channels—including phone, email, and in-person engagements—while efficiently addressing client queries, concerns, and complaints. Service must meet agreed turnaround times, compliance regulations, and internal quality standards.
Minimum Requirements
- Matric / Grade 12 qualification
- 2–3 years of experience in a client service or call centre environment (preferred)
- Previous exposure to the medical aid or healthcare sector
- Fluency in English, Afrikaans, and a Nguni language (spoken and written)
- Computer literacy, including MS Office proficiency
Key Responsibilities
Internal Processes
- Professionally handle client and intermediary queries within SLA and quality standards
- Resolve complaints promptly and follow up to ensure closure
- Supply accurate policy-related information and documentation
- Maintain and update client records on internal systems
- Complete all administrative tasks and reports within deadlines
- Ensure compliance with industry regulations and internal processes
- Identify and report process inefficiencies or improvements
Client Service
- Investigate and resolve client queries efficiently and with clear communication
- Escalate complex queries to relevant departments or personnel
- Provide consistent, accurate information to enhance the client’s post-sale experience
- Track and report service delivery against SLA commitments
- Offer sound advice and support to clients and stakeholders
- Maintain strong client and stakeholder relationships
- Identify opportunities for service enhancement and client satisfaction
People & Culture
- Foster positive working relationships with colleagues and stakeholders
- Support and contribute to organisational change initiatives
- Pursue ongoing professional development and industry knowledge
- Encourage a culture of innovation and proactive idea-sharing
- Take ownership of career growth and personal development
Financial Awareness
- Contribute to financial efficiency and resource planning
- Identify cost-saving and operational efficiency opportunities
- Manage assigned resources responsibly
- Assist in identifying and mitigating operational risks
Key Competencies
- Analytical and detail-oriented
- Strong verbal and written communication
- Customer relationship management
- Resilient and composed under pressure
- Time management and deadline-driven
- High ethical standards and professionalism
- Initiative and self-motivation
- Team collaboration and adaptability
- Prioritisation and decision-making
