MedNet Egypt is one of the leading managed care service organisations that caters to healthcare needs. We are looking for a skilled Team Leader – Customer Service who will be responsible for providing exceptional customer service support to customers and/or insured members. Handle high volume of incoming calls, chats, and email inquiries, requests, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction. Also act as a mentor and guide junior team members and new joiners onboarding.
Your Job:
- Handle inbound and outbound customer inquiries, requests, and complaints via phone, chat, and email in a professional and timely manner
- Resolve customer issues effectively using available resources, following established procedures, or escalating complex cases to the appropriate team
- Ensure accurate documentation of customer interactions and maintain proper logs after each contact
- Develop a comprehensive understanding of products and services to provide accurate and relevant information to customers
- Stay updated on customer service processes, company applications, and product updates to ensure consistent service quality
- Collaborate with team members, supervisors, and other departments to share knowledge, seek assistance, and provide feedback on customer issues
- Assist in training and onboarding new team members to ensure smooth transitions and consistent service standards
- Handle escalated customer issues with proper follow-up, coordinating with relevant departments for timely resolution
- Participate in quality assurance activities to maintain service standards and identify areas for improvement
- Contribute to process improvement by identifying opportunities to enhance efficiency and customer service operations
- Maintain professionalism and composure in challenging situations, demonstrating adaptability and resiliency
- Adhere to company policies, procedures, and service standards, ensuring compliance with the code of conduct.
Your Profile
- Bachelor’s degree in pharmacy and/or any equivalent; additional certifications or education in customer service are a plus
- Minimum 2-3 years’ proven experience in a customer service role, preferably in a call center environment
- Excellent English verbal and written communication and interpersonal skills
- Strong problem-solving and critical thinking skills
- Customer focus, Adaptability, and Flexibility
- Service and Product Knowledge
- Time management and multitasking
- Teamwork and Collaboration
- Proficiency in using customer service software and systems.
