To provide assistance and exceptional service to customer

Job Summary

To provide assistance and exceptional service to customer by resolving issues, attend query, give accurate information and ensuring a positive customer experience.

Main Responsibilities

• Handle customer requests within set timelines.
• Mails replied on the same day (20-25).
• Calls attended on the spot (15-20).
• Ensure that follow ups are done and final reply are sent within the KPI set.
• Client queries are attended within maximum 2 days (Calls and Mails).
• Daily follow-up ▪ Accurately log interactions and complete documentation.
• No Renewal / Name not on system.
• Be part of the Front-Line desk.
• Send Letters / Remittance / Filling.
• Proper planification to avoid delays. 
• Ensure that clients/Brokers/Agent/ Internal Cluster requirements are properly informed, updated about the status of their queries.
• No outstanding queries pending more than 2 days.
• Identify recurring issues and suggest service improvements.
• Follow up of No renewal/Name not on system twice weekly and update record accordingly ▪
• Be a front-line officer.
• Make sure that letters are sent to the right addressee.
• Maintain high customer satisfaction scores.
• Entail a good customer service level.
• A good manipulation of our 'Terms & Conditions' which a basic knowledge of the Medical Protocol.
• Able to write and send professional & standard emails.
• Good knowledge of the system and process flow.
• Customer oriented and proactiveness.
• Proactively attend to customer queries (Walking client, over the phone and by email) ▪ 
• Ensure professionalism during exchanges (both verbal and written) with other departments, clients, agents, brokers be properly informed/updated about the status of their queries ▪ 
• Display good communication and email writing skills.
• Work in collaboration with the Claims Handler for all follow up and queries. 
• Deliver timely, accurate, and courteous responses to customer inquiries.
• Work effectively with other departments to solve customer problems

Job Requirements

• HSC/Baccalaureate with at least 2 years relevant working experience
• Proactive with the aptitude to work in a collaborative environment
• Adaptability to change
• Ability to work under pressure and according to tight deadlines 
• Computer literate
• Experience in the Claims handling and Insurance Terms and Conditions
• Knowledge of the medical field and protocols
• Good communication skills (verbal and written)

The company reserves the right to call only the qualified candidates for the selection exercises. Applications received after the closing date might not be considered. The company also reserves the right not to proceed with the vacancies.