Care Specialist

The role of the job is to advocate world-class customer experience to front-liners and support members of the program. The job focuses on coaching and training customer experience soft skills essential in enabling our frontliners to connect better with Members and demonstrate excellent overall call handling. Following the procedures established on every interaction regardless of the Tier the advocate is representing, the job also focuses on understanding the impact of the tool usage on the final outcome of every interaction

Key Responsibilities

1. Listening to previous Day´s detractors and Neutrals on the client environment from the advocates assigned under the AMs the CE is partnered up with.

2. Identify trends from the calls observed related to

a. CE

b. Knowledge

c. Willingness

d. Tool usage

Core Customer Experience Skills

• Strong customer service and communication skills
• Ability to demonstrate empathy, professionalism, and active listening
• Strong problem-solving and critical-thinking abilities
• Ownership mindset with a focus on first-call resolution
• Excellent verbal and written communication skills
• Ability to multitask while maintaining customer engagement

Excel Proficiency

• Intermediate to Advanced Microsoft Excel skills
• Ability to create and manage spreadsheets and reports
• Experience with:
  • Pivot Tables
  • VLOOKUP/XLOOKUP
  • Conditional Formatting
  • Data Validation
  • Charts and Graphs
  • Basic Formulas and Functions
  • Data Analysis and Reporting
• Ability to interpret performance metrics and trends

IT Skills

• Strong computer literacy and system navigation
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Ability to troubleshoot basic technical issues
• Experience working with CRM systems and customer management platforms
• Understanding of data privacy and information security practices
• Ability to work across multiple applications simultaneously
• Familiarity with Teams, SharePoint, and other collaboration tools

Additional Requirements

• Matric / Grade 12 Certificate
• Must have a clear criminal record
• Previous customer service or contact center experience preferred
• Ability to work in a fast-paced environment
• Strong time management and organizational skills
• Continuous improvement mindset
• Ability to work independently and collaboratively within a team