Medical Call Center Officer
- Cairo
- Permanent
- Full-time
- Customer Satisfaction (CSAT) score
- First contact resolution (FCR) rate
- Average handling time (AHT)
- Abandoned rate
- Quality Assurance (QA) Score
- Escalation rate • Knowledge (usage system and tools to resolve customers and/or members inquiries and issues)
- Occupancy
- Status: Log-in time, talk time, Hold time, After work time)
- Call/Chat Transfer rate Key Accountabilities Customer Interaction:
- 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.
- Show strong communication skills, active listening and showing empathy to customer enquiries, concerns, and complaints, and provide accurate and appropriate information and/or resolution.
- Follow established procedures and guidelines for issue resolution.
- Ensure accurate information wrap up/after call work log after each interaction. Product Knowledge: • Develop and maintain a comprehensive understanding of the organisation’s products or services, including features, table of benefits, terms and conditions…etc.
- Stay up to date with customer servicing updates, company applications to provide accurate and relevant information to customers and/or insured members. Team Collaboration:
- Assist with tasks and activities as and when request by department leads and /or management.
- Deliver exceptional customer service and a positive customer experience whilst meeting all SLA’s/KPI’s Process Improvement:
- Follow the company and department policies & procedures and ensure code of conduct is always applied. Adaptability and Resilience:
- Adapt to changing circumstances, customer demands, and business requirements, while maintaining composure and professionalism in challenging situations
- Demonstrates resilience in handling difficult customers or high-pressure situations. Communication & Working Relationships Internal
- Coordinate with department team members and other operation departments. External • Respond and interact with customers and/or insured members in a timely and professional manner.
- Bachelor’s degree in business administration and/or any equivalent; additional certifications or education in customer service is a plus.
- Medical Qualification/background. Minimum Experience:
- 6months – 2years proven experience in a customer service role, preferably in a contact center or call center environment.
- Experience in the insurance and healthcare industry is a plus. Job-Specific Skills:
- 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. Required Competencies
- Customer focus
- Teamwork and collaboration, Self -motivated, Dependable, and Open-minded
- Problem-solving
- Empathy and Patience
- Service and Product Knowledge
- Cross-cultural competence
- Adaptability and Flexibility
- Continuous learning
- Time management and Multitasking
- Adapting and Resilience Version No. 2 Job Description Form - Guidelines No of Pages 3