MedNet Egypt is one of the leading managed care service organisations that cater to healthcare needs. We are looking for a skilled Officer - Medical Customer Service will be responsible for providing exceptional customer service support to customers and/or insured members. Handle high volume of incoming calls, chats and emails inquiries, and complaints, 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 resolutions.
- 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 scores.
- 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; 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.
- Excellent 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 dynamic, customer-focused environments.
