Company Description

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.

Job Description

The Escalations Agent is responsible for handling customer complaints, queries, and escalations in a professional, timely, and customer-focused manner.

Key Responsibilities Receive and manage complaints and escalations through the relevant workflow system. Investigate complaints by gathering all necessary information and supporting documents. Respond to members, providers, and other stakeholders clearly and professionally. Send first responses and ongoing updates within agreed service levels. Ensure complaints are resolved as quickly and effectively as possible. Use the correct te...