Health Product Support Administrator

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

The Health Product Support Administrator plays a pivotal role in ensuring Kaelo Health members and clients are satisfied and engaged.  As a product expert, they will be responsible for ongoing evaluation of the customer experience and developing a CX strategy.  The individual is expected to create outstanding experiences to ensure the business is improving conversion rates, fostering loyalty and increasing brand recognition.

The Individual will be responsible for developing ways to monitor the customer experience to ensure they can measure improvements in customer Satisfaction, loyalty and brand recognition.

The role requires a person who will be proactive, able to identify and solve problems independently, and take ownership of tasks from start to finish.

KEY OUTCOMES

• Ensure the customer journeys are holistic, seamless, and relevant.
• Analyse & ideate: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
• Direct & develop ideate on and research initial ideas to better define, as well as building a strategy around the customer journeys and touchpoints.
• Validate & document Internal or external prototype customer experiences. Document the customer journey and touchpoints to be either replicated or monitored.
• Analyse, improve and facilitate the creation of customer interactions with a brand or business.
• Discover, engage, deliver exceptional customer experience.
• Review and update member and product documents and communications.
• Product system testing and documentation of test results.
• Yearly Product Testing
• Reviewing and analysing Competitors – documenting as required
• Ensuring that Product Collateral is up to date and that all collateral is signed off appropriately with underwriters along with the Product Owner.

PERSON DETAILS: WORK EXPERIENCE

• Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
• Project management experience
• Medical Insurance product knowledge.

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

• Bachelor’s degree in a related field                                                                                              
• Two years of experience implementing strategies to ensure customers are fully satisfied.
• Experience developing customer journey content.
• Customer service experience and strong project management and time management skills.
• Excellent presentation and communication skills       

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Strict adherence to company philosophy/mission statement/sales goals
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Attention to detail
• Strong project management skills with the ability to supervise multiple projects.
• Good interpersonal skills and communication with all levels of management
• Able to multitask, prioritize, and manage time efficiently.
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead.
• Excellent verbal and written communication skills
• Able to analyse problems and strategize for better solutions.                                           

SPECIAL REQUIREMENTS

• Passionate about Customer services
• Respectful and patient
• Great communicator
• Effective Facilitator
• Attention to detail (Mandatory)

ADDITIONAL INFORMATION

• Accountability
• Action orientated
• Collaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated