MedNet Egypt is a leading managed care service organization that caters to healthcare needs. We are looking for a skilled Officer - Customer Service will be responsible for providing exceptional customer service support to customers and/or insured members, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction.

Your Job

Handle inbound and outbound communication via phone, chat, and email to address customer and member inquiries, complaints, and requests
Deliver high-quality customer service by listening actively, showing empathy, and providing accurate and timely resolution
Follow standard procedures and company guidelines to resolve issues professionally and consistently
Document all interactions accurately with proper wrap-up notes and logs after each call or chat
Develop in-depth product knowledge, including policies, benefits, terms, and updates to provide accurate information
Support outbound campaigns, including follow-ups, courtesy calls, satisfaction checks, and clarification requests
Collaborate with internal teams and support departments to ensure efficient service delivery and issue resolution
Contribute to a positive team culture, participating in department tasks and fostering continuous improvement
Meet and exceed performance KPIs, such as CSAT, FCR, AHT, and quality assurance score
Adapt to shift work, including evenings, weekends, and holidays, as per business requirements
Maintain professionalism and resilience in high-pressure situations and when dealing with challenging customers
Comply with internal policies, procedures, and the company's code of conduct at all times

Your Profile

Bachelor's degree in Business Administration or a related field; a medical background is a
plus.6 months to 2 years of customer service experience, preferably in a call center or contact center environment
Experience in the healthcare or insurance industry is preferred
Good English communication skills, both verbal and written
Strong interpersonal and problem-solving abilities with a customer-first approach
Proficiency in customer service software and tools; computer literacy is required
Ability to handle high call volumes and perform well under pressure
Flexible to work shifts, including evenings, nights, weekends, and public holidays
Empathy, adaptability, and resilience in a dynamic, customer-focused environment

ents.

Customer Service Officer