Client Liaison Officer

About Lyra Health

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra's transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.

The position of Client Liaison Officer is based in a call centre environment and requires flexibility to work rotating shifts including evenings, weekends, and public holidays.

The nature of this role involves conforming to call centre conditions and structures.

This position requires flexibility in working hours as schedules may vary to meet operational needs.

• Ensuring all inbound calls are responded to within our targeted SLA time frames
• To ensure compliance when creating client contact information on the system and ensuring zero data errors
• Maintaining high level of call quality interactions with clients
• Ensuring all call centre KPIs are met
• Ensuring adherence to internal call metrics as well as individual call targets
• Ensuring a high level of understanding of our internal as well as our external process as well as products
• Effective time management to ensure adherence of our call analytics

• Matric.
• At least 1 year call centre experience.
• Experience in an EAP environment is desirable.
• The successful candidate must have reliable internet connectivity (fibre, LTE or 5G) with a minimum speed of 50 Mbps and a minimum download speed of 25 Mbps. In the event of connectivity issues or loadshedding at home, staff will be required from the office.

• Excellent telephonic communication Skills.
• Excellent customer service skills
• Ability to work in a high pressure environment.
• Friendly and caring.
• Proficient in all Google Suite applications.
• Excellent administrative skills.
• Goal orientated.
• Self-driven & Proactive.
• Good time management.
• Fluent in English and an African language (or other SA language).

In accordance with the Employment Equity Act, preference will be given to suitably-qualified candidates from designated groups, including persons with disabilities.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.