Location: JHB – Richmond
Reference No: 1195268

Closing date: 2026/07/23
Starting Date2026/07/16

Employment EquityHistorically disadvantaged South Africans will be given preference.
Lancet Laboritories shall apply the affirmative action principals as set out in the Employment Equity Policy.

Job SummaryHandles inbound and outbound calls from clients giving out relevant information or collecting debt and providing excellent customer service to clients.

Minimum Criteria RequiredGrade 12 or relevant NQF level 4 qualification
Tertiary Education in Finance/Accounting/Business Administration preferred

Experience>1 Year Relevant Working Experience (Business Administration/Customer Service)

Relevant Job KnowledgeBusiness processes and services
Computer literate

Key Performance Areas• Answer telephone and emails professionally.
• Respond to customer inquiries
• Ensure that customers receive correct and adequate information.
• Research required information using available resources to ensure that adequate information is available for decision making purposes.
• Handle and resolve customer complaints where necessary to ensure customer satisfaction.
• Provide customers with product and service information relating to any account enquiries
• Identify and escalate priority issues/ queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and customer retention.
• Route and redirect calls to appropriate resource to ensure that customers are assisted promptly by relevant parties.
• Complete call logs by logging details of all calls made or received to ensure that a history of all calls and customer information is kept.
• Comply with statistical requirements.
• Comply with quality standards.
• Maintaining confidentiality of patient’s personal data and other information to protect privacy of patients and integrity of the organisation.
• Meet Organizations Customer Service Objectives.
• Build their own portfolio of files and tend to the activation of payment arrangements, the follow-up of default payment arrangements, the tracing of debtors and general administration thereof.
• The agents form a personal relationship with the debtors that contribute to understanding, confidentiality and trust between the parties, forming a long lasting client relationship based on trust, respect and mutual understanding.
• Initial contact is obtained by way of telephone, SMS, and electronic mail directly
• On making contact with debtors our agents conduct a thorough investigation into the debtor's accounts, in order to secure a re-payment plan that can be sustained by the debtor until fulfilment of the debt obligation
• Collect payment or make payment arrangements with private patients.
• Receive proof of payments and reconcile against outstanding accounts.

CompetenciesAbility to use own initiative
Analytical skill
Assertiveness
Communication
Confidentiality / Sensitivity
Customer Orientation
Ethical behaviour
Planning and organising
Stress management
Telephone etiquette

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