Case Manager

City of Johannesburg, Gauteng 19 September

JobScape

  • Description


    RESPONSIBILITIES

    FRONTLINE

    Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements.
    Effective and professional call attendance within required call duration service level criteria
    Analyse the nature of assistance requested or further action required
    Validate the client’s record
    Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information
    Log non-benefit calls accurately via the Mitel account code platform or on other platforms used.
    Explain the benefits and limits applicable
    Identify, implement and coordinate appropriate solutions
    Summarize and collate case related communications in the case register
    Immediately act upon any omissions or service failures identified during the course of the case management.
    Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
    Manage client expectations by communicating the workflow effectively
    DISPATCH

    Acknowledge receipt of case allocation on the system
    Appoint a service provider within contractual requirements timeframes
    Appoint the right and most appropriate supplier in the correct area
    Verify that correct rates are captured on the system for each case and are in line with the service level agreement with the supplier
    Validate the costs correctly and accurately
    Ensure that the correct mileage is added and authorised for each case where necessary
    Apply allocation charges and ensure that a new service provider is appointed where an allocation has been made and the supplier is unable to assist.
    Advice the client that the service provider has been appointed
    Schedule a follow up at an agreed time and ensure the ETA is logged on the system
    Send proof of payment to allocated Service Providers
    FOLLOW UP

    Acknowledge receipt of case allocation on the system
    Follow up within 20 minutes that the service provider has made contact with the client
    Re-assign back to Dispatch to re-appoint another service provider where there is a problem
    Ensure that concise and adequate notes are updated on the system
    Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
    Complete the case on the system and close the case when a client is assisted
    Job Type: Temporary

    Experience:

    Home and Roadside Assistance: 2 years (Required)
    Education:

    High School (matric) (Preferred)

    To Apply
    Whatsapp the keyword "JOB" to **********

  • Requirements

  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

To see the complete contact information, please click apply now

Similar ads

Full Time - Permanent contract - R 52.000,00 monthly

13 December

Full Time - Permanent contract - R 4.000,00 monthly

12 December

Full Time - Permanent contract - Negotiable

12 December

Ad summary

  • Case Manager

  • Recruiter

    JobScape

  • Province

    City of Johannesburg, Gauteng

  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary

    Negotiable

  • Apply now

Related search