MedNet Egypt is one of the leading managed care service organisations that cater 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 emails inquiries, requests, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction. Also act as a mentor and provide guidance to junior team members and new joiners on-boarding.
Your Job:
Handle inbound and outbound customer inquiries, requests, and complaints via phone, chat, and email in a professional and timely manne- r.Resolve customer issues effectively using available resources, following established procedures, or escalating complex cases to appropriate team
- s.Ensure accurate documentation of customer interactions and maintain proper logs after each contac
- t.Develop a comprehensive understanding of products and services to provide accurate and relevant information to customer
- s.Stay updated on customer service processes, company applications, and product updates to ensure consistent service qualit
- y.Collaborate with team members, supervisors, and other departments to share knowledge, seek assistance, and provide feedback on customer issue
- s.Assist in training and on boarding new team members to ensure smooth transitions and consistent service standard
- s.Handle escalated customer issues with proper follow-up, coordinating with relevant departments for timely resolutio
- n.Participate in quality assurance activities to maintain service standards and identify areas for improvemen
- t.Contribute to process improvement by identifying opportunities to enhance efficiency and customer service operation
- s.Maintain professionalism and composure in challenging situations, demonstrating adaptability and resilienc
- e.Adhere to company policies, procedures, and service standards, ensuring compliance with the code of conduc
t.Your Profi
- le
Bachelor's degree in pharmacy and/or any equivalent; additional certifications or education in customer service are a pl - us.Minimum 2-3 years proven experience in a customer service role, preferably in a contact centre or call centre environme
- nt.Excellent English verbal and written communication and interpersonal ski
- llsStrong problem-solving and critical thinking ski
- llsEmpathy and Patie
- nceCustomer fo
- cusAdaptability and Flexibil
- ityService and Product Knowle
- dgeTime management and Multitask
- ingTeamwork and Collaborat
- ionProficiency in using customer service software, systems, and to
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