Senior Customer Service Officer

Senior Customer Service Officer – Medical Call Center (MCC) - (MNGHS)

As a member of Munich Re the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a “Senior Officer – Medical Call Center (MCC)”, to provide exceptional customer service support to customers and/or insured members. Will handle high volume of incoming calls, chats and emails inquiries, requests, and complaints, ensure prompt and effective resolution while maintain a high level of customer satisfaction. As a senior officer you will also act as a mentor and provide guidance to junior team members and new joiners onboarding, fostering a positive collaborative team environment in accordance with the company’s and department code of conduct and policies & procedures and participate and assists in department activities and tasks as and when requested.

Your Role:

Customer Interaction:

• Show strong communication skills, active listening and showing empathy to customer enquiries, concerns, and complaints, and provide accurate and appropriate information and/or resolution.
• Handle complex customer inquiries, complaints, and escalations.

Problem-solving and Issue Resolution:

• Analyse and resolve complex customer issues effectively, utilizing available resources (systems and tools), knowledge base, and using advanced problem-solving skills, by following the standard operating procedures to ensure consistent and efficient handling of customer enquiries and complaints.

Product Knowledge:

• Develop and maintain a comprehensive understanding of the organization’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:

• Collaborate with team members, supervisors/team leaders, and other departments to share knowledge, seek assistance and provide feedback on customer issues.

Escalation Management:

• Handle escalated customer issues and complaints that cannot be resolved at initial contact, ensuring proper follow-up and resolution.

Customer Satisfaction and Quality Assurance:

• Strive to achieve and exceed customer satisfaction and key performance indicators (KPIs) targets by delivering exceptional customer service through maintaining adherence to SLAs and KPIs and a positive customer experience tend to participate in quality assurance activities and feedback upon requested to ensure adherence to service standards and identify areas of improvement.

Process Improvement:

• Support and collaborate in identifying opportunities for process improvement and provide suggestions to enhance efficiency and effectiveness of customer service operations, by being updated on industry best practices and trends and following the company and department policies ad procedure 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.

Your profile:

Minimum Qualifications:

• Bachelor’s degree in business administration and/or any equivalent; additional certifications or education in customer service is a plus.
• Excellent interpersonal and verbal and written communication skills (Arabic would be an advantage)
• 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

Minimum Experience:

• 2-3 years 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.

*Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer.