Outbound Concierge Consultant - Proactive Services - WCP

Key Purpose

The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

Key Outputs

• Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.
• Gauge the members existing level of digital proficiency.
• Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.
• Make use of a multi-channel approach in engaging with the members.
• Improve client experience.
• Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms.
• Continuously stay abreast of all digital servicing tools within the business and ensure the functiona...