Customer Liaison Officer

**About Lyra**

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.

**Role Overview:**

This position is **hybrid** to be based in South Africa.

Hours: 9am to 5pm (shift work)

### Responsibilities

**Answering all calls presented to the National support centre**

• Ensuring the accurate and timeous data entry of all callers
• Ensuring that all calls are routed effectively and to the correct specialised unit
• Supporting with project updates as required by the support container.

**Client Engagement & Needs Assessment**

• Act as the first point of contact via telephonic touch point to assess and document client requirements.
• Identify the core needs of the client and provide immediate referrals to the appropriate internal departments or external resources.
• Ensuring the service enquiry is created on all callers utilising the contact center support facilities
• Conduct Client Satisfaction Surveys to gather feedback, ensuring the National Support Centre maintains high service standards.

**Data Integrity**

• Execute high volume data entry into the Lyra Database with a focus on speed and accuracy.
• Perform regular data corrections, including filtering and "cleaning" existing datasets to ensure reports are reliable and up to date.
• Maintain the hygiene of the database to prevent duplicate entries or misinformation.

**Operational Coordination**

• Work Allocation: Monitor the flow of incoming calls and assign tasks to various sections within the National Support Centre based on urgency and specialization
• Assist in the coordination of specific projects, ensuring timelines are met and documentation is maintained.
• Administrative Support: Provide direct administrative assistance to the National Support Centre Manager, including report preparation and general office management tasks.

### Qualifications

Matric / Grade 12