Team Leader– Customer Service

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 manner.
• Resolve customer issues effectively using available resources, following established procedures, or escalating complex cases to appropriate teams.
• Ensure accurate documentation of customer interactions and maintain proper logs after each contact.
• Develop a comprehensive understanding of products and services to provide accurate and relevant information to customers.
• Stay updated on customer service processes, company applications, and product updates to ensure consistent service quality.
• Collaborate with team members, supervisors, and other departments to share knowledge, seek assistance, and provide feedback on customer issues.
• Assist in training and on boarding new team members to ensure smooth transitions and consistent service standards.
• Handle escalated customer issues with proper follow-up, coordinating with relevant departments for timely resolution.
• Participate in quality assurance activities to maintain service standards and identify areas for improvement.
• Contribute to process improvement by identifying opportunities to enhance efficiency and customer service operations.
• Maintain professionalism and composure in challenging situations, demonstrating adaptability and resilience.
• Adhere to company policies, procedures, and service standards, ensuring compliance with the code of conduct.

Your Profile

• Bachelor’s degree in business administration and/or any equivalent; additional certifications or education in customer service is a plus.
• Minimum 2-3 years’ proven experience in a customer service role, preferably in a contact centre or call centre environment.
• Excellent English verbal and written communication and interpersonal skills
• Strong problem-solving and critical thinking skills
• Empathy and Patience
• Customer focus
• Adaptability and Flexibility
• Service and Product Knowledge
• Time management and Multitasking
• Teamwork and Collaboration
• Proficiency in using customer service software, systems, and tools