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
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