Digital Chat Consultant

About the role

Healthbridge, a HealthTech company, is hiring a Digital Chat Consultant for a 6-month contract in Johannesburg, reporting to the IBC Lead. The role supports the migration of clients from myMPS to Healthbridge Nova through digital chat platforms, while delivering a consistent client experience across all touchpoints.

Key responsibilities

• Assist clients in migrating from myMPS to Healthbridge Nova via digital chat platforms.
• Respond to client inquiries quickly and professionally through live chat, and support clients via online chat and messaging platforms.
• Help clients navigate products and resolve questions, concerns and technical issues, using both digital and telephonic channels.
• Manage and take full ownership of the digital chat platforms.
• Document every interaction in the CRM, including the nature of inquiries, solutions provided and follow-up actions.
• Troubleshoot queries and escalate complex issues to higher levels of support.
• Collaborate with teams and Business Consultants for fast resolution.
• Meet performance targets such as response time, customer satisfaction scores and chat volume.
• Keep product knowledge and company policies up to date.

Required profile

• National Senior Certificate (Matric); a relevant tertiary qualification is preferred.
• 1+ year of client service or chat support experience in healthcare and/or IT is a plus but not required.
• 1+ year building trusted business-level relationships with clients.
• 1+ year of administrative experience and 1+ year coordinating third parties.

Required skills

• Good communication skills and a professional telephone manner.
• Proficiency in English; Afrikaans is preferred.
• Time management, planning and attention to detail.
• Problem-solving, empathy and a customer-focused attitude.
• Ability to work in a team and adapt to changing processes and technologies.
• Excel/Google Sheets proficiency is an added advantage.