Job Description

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 “Officer – Medical Call Center (MCC)”, Officer in the customer service call centre role is to provide exceptional customer service support to customers and/or insured members. Will 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. Assist in department activities and tasks as and when requested.

Your Role:

• Handle incoming/inbound customer and/or members inquiries, requests, and complaints through phone, chat and email channels, in a timely and professional manner.
• Carry out outbound calls to customers/Insured members on a follow up, clarifications, courtesy calls and or satisfaction calls and other proactive outbound calls flagged as an outbound campaign.
• Show strong communication skills, active listening and showing empathy to customer enquiries, concerns, and complaints, and provide accurate and appropriate information and/or resolution.
• Develop and maintain a comprehensive understanding of the organisation’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.
• Contribute to a positive and collaborative team environment, fostering culture and continuous improvement.
• Deliver exceptional customer service and a positive customer experience whilst meeting all SLA’s/KPI’s.
• Adapt to changing circumstances, customer demands, and business requirements, while maintaining composure and professionalism in challenging situations.

Your profile:

• Bachelor’s degree in business administration and/or any equivalent; additional certifications 6months – 2years proven experience in a customer service role, preferably in a contact center or call center environment.
• Medical Qualification/Background is an advantage.
• Experience in the insurance and healthcare industry is a plus.
• Excellent English verbal and written communication and interpersonal skills.
• 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.
• Ability to work flexible hours /shift base, including evening, overnight, weekend and holidays as per the business requirements.

Minimum Qualifications:

• Bachelor’s degree in business administration and/or any equivalent; additional certifications 6months – 2years proven experience in a customer service role, preferably in a contact center or call center environment.

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