Job Description

MedNet Egypt is one of the leading managed care service organizations that caters to healthcare needs. We are looking for a skilled Senior Complaints Officer who will be responsible for handling customers’ complaints and ensuring their timely resolution. The role involves investigating complaints, addressing them effectively, and implementing appropriate solutions to ensure customer satisfaction.

Your Job

• Receive customer and members’ complaints through various channels (phone, emails, or online platforms, social media, and interdepartmental
• Accurately document the complaint details, including the nature of the issue, customer information, and any supporting documentation
• Analyze, investigate, and assess each complaint to understand the root cause issue or problem
• Conduct a thorough investigation, including gathering additional information from relevant departments or individuals in order to resolve the complaints effectively
• Respond to customers promptly and professionally when acknowledging their complaint and providing reassurance
• Resolve complaints, ensuring they align with the company and are in compliance with the company’s policies and procedures
• Collaborate with cross-functional departments and teams to develop and implement necessary actions for complaint resolution, as well as implement initiatives that enhance customer satisfaction and minimize complaints
• Maintain accurate and up-to-date records of customer and members’ complaints, actions taken, and resolution provided
• Generate regular reports summarizing complaint trends, common issues, and proposed improvements to prevent future complaints
• Identify patterns or recurring issues that require attention from management to improve overall customer experience
• Identify areas for process improvement based on the analysis of the complaints and feedback
• Provide recommendations to management on ways to streamline complaint management procedures and improve customer service quality
• Proactive approach in handling escalated complaints according to the complaint management policies and procedures
• Ensure complaint handling aligns with the company policies and industry regulations, and ensure compliance in terms of data protection and confidentiality, and follows the standard complaint management process in accordance with the company’s policies and procedures
• Provide reports on daily/weekly/monthly and ad hoc reports

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Your Profile:

• Bachelor’s degree in a relevant field (customer service, business administration, communication) or equivalent work experience
• 3+ years of previous experience in customer service complaint handling and in the insurance, industry is preferred
• Proficiency in using standard office software (Microsoft Office Suite
• Health Insurance industry/market knowledge and knowledge related to medical terminology would be a plus.
• Flexibility to travel within the UAE and regionally as required
• Strong interpersonal and communication skills, both written and verbal (Arabic will be an added advantage
• Excellent problem-solving and conflict resolution abilities
• Ability to remain calm and empathetic while handling challenging customers and members
• Detail-oriented with strong organization and documentation skills
• A customer-centric mindset with a strong commitment to complaint management and resolution