MedNet Egypt is one of the leading managed care service organisations that cater to healthcare needs. We are looking for a skilled Senior Officer - Medical Customer Service Will handle high volume of incoming calls, chats and emails inquiries, requests, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction. Act as a mentor and provide guidance to junior team members and new joiners onboarding, fostering a positive collaborative team environment in accordance with the company’s and department code of conduct and policies & procedures and participate and assists in department activities and tasks as and when requested.
Your Job:
- Handle incoming/inbound customer and/or members inquiries, requests, and complaints through phone, chat and email channels, in a timely and professional manner.
- Carry out outbound calls to customers/Insured members on a follow up, clarifications, courtesy calls and or satisfaction calls and other proactive outbound calls flagged as an outbound campaign..
- Analyse and resolve complex customer issues effectively, utilising available resources (systems and tools), knowledge base, and using advanced problem-solving skills.
- Provide timely and effective resolution or escalate complex issues to appropriate department seniors and leads and/or departments for further assistance.
- Develop and maintain a comprehensive understanding of the organisation’s products or services, including features, table of benefits, terms, and conditions…etc.
- Collaborate with team members, supervisors/team leaders, and other departments to share knowledge, seek assistance and provide feedback on customer issues.
- Prepare reports at the request of the Team Leader/manager
- Act as a mentor and support to junior team members to help them enhance their skills and performance.
- Provide support and engage to department activities such as training and onboarding of new team members, ensuring a smooth transition and consistent service quality.
- Assist supervisors/team leaders when with department tasks and activities as and act as shift support as/when requested.
- Handle escalated customer issues and complaints that cannot be resolved at initial contact, ensuring proper follow-up and resolution.
- Coordinate with relevant departments and stakeholders to address customer concerns and provide satisfactory resolution.
- Document and track feedback, escalated cases, ensuring timely updates and resolution for customer satisfaction.
- Participate in quality assurance activities and feedback upon requested to ensure adherence to service standards and identify areas of improvement.
- Support and collaborate in identifying opportunities for process improvement and provide suggestions to enhance efficiency and effectiveness of customer service operations.
Your Profile:
- Bachelor’s degree in medical education
- 2-3 years’ proven experience in a customer service role, preferably in a contact center or call center environment.
- Excellent English verbal and written communication and interpersonal skills
- Strong problem-solving and critical thinking skills and abilities
- Ability to handle high volume of calls and work under pressure in a fast-paced environment.
- Proficiency in using customer service software, systems, and any other relevant tools.
- Computer Literacy is required.
- Ability to work flexible hours /shift base, including evening, overnight, weekend, and holidays as per the business requirements
- Customer focus
