CRM Team Coordinator

To coordinate and supervise the daily operations of the CRM team, ensuring efficient handling of customer interactions across multiple channels (calls, emails, walk-ins), maintaining service quality standards, and supporting continuous improvement in customer experience.

🌍 About Medscheme (Mtius) Limited

Medscheme (Mtius) Limited is the leading health insurance administrator in Mauritius, with a legacy of over 35 years. We manage the medical benefits of more than 75,000 lives, offering cutting-edge B2B health solutions to top insurers, corporates, and provident associations.

Backed by Medscheme Holdings (Pty) Ltd in South Africa and part of the AfroCentric Group, we are driven by a bold vision: Creating a World of Sustainable Healthcare.

We blend technology, innovation, and integrity to deliver affordable, quality healthcare, while our values inspire us to go the extra mile and make a positive difference.

💼 POSITION: CRM Team Coordinator

What You’ll Do

You’ll be at the core of our customer experience operations — leading a dynamic team to deliver exceptional service and support. You’ll ensure our clients and members receive prompt, professional, and empathetic assistance at every touchpoint.

Your role includes:

Team Management & Coordination

• Supervise and support CRM team members in daily operations.
• Monitor attendance, leave schedules, and ensure optimal staffing.
• Foster a positive, performance-driven, and collaborative team culture.
• Conduct regular team meetings and performance reviews.
• Identify training needs and support staff development.

Customer Interaction Monitoring

• Oversee inbound call handling and ensure adherence to SLAs.
• Track and follow up on unresolved or escalated customer issues.
• Ensure customer interactions are professional, accurate, and empathetic.

Email & Written Communication

• Review and ensure timely, high-quality responses to customer emails.
• Maintain tone, accuracy, and professionalism across all written communication.
• Oversee complaint handling and ensure consistent quality control.

Client Interaction & Support

• Manage walk-in client services with professionalism and care.
• Resolve client issues or escalate when necessary.
• Maintain a welcoming, customer-centric front-office environment.

Reporting & Quality Assurance

• Compile and analyze reports on team performance, call/email volumes, and customer satisfaction.
• Conduct regular quality assurance checks on customer interactions.
• Track and report on customer complaints, resolutions, and recurring trends.

✅ Qualifications & Experience 

• Higher School Certificate (HSC)
• Diploma in Business Administration, Customer Service, or related field
• Minimum 3–5 years’ experience in a Customer Service/CRM environment
• Minimum 1–2 years’ experience in a Supervisory or Team Lead role
• Strong reporting and data analysis skills
• Familiarity with call center metrics and quality assurance processes
• Knowledge of the Health & Insurance industry (advantageous)

Key Skills & Attributes

• Excellent communication skills (verbal and written)
• Strong leadership and team coordination abilities
• High emotional intelligence and conflict resolution skills
• Time management and multitasking capabilities
• Customer-centric mindset with a passion for service excellence

🚀 What’s in It for You?

• High-Impact Role: Lead a vital frontline team that defines our customer experience.
• Growth & Development: Learn, lead, and grow within a trusted industry leader.
• Culture of Innovation: Your insights and ideas will help shape how we serve our members better.
• Workplace That Cares: Join a people-first culture where collaboration, respect, and inclusion thrive.

🌟 Why Medscheme (Mtius) Limited?

Join the island’s leading health insurance administrator, where innovation meets impact. With over 35 years of trusted expertise, Medscheme offers a dynamic, future-focused environment backed by a regional powerhouse managing millions of lives across Africa and Europe.

Be part of a team that thrives on excellence, values uniqueness, and is shaping the future of healthcare.

🌍 Our Commitment

We’re committed to Creating a World of Sustainable Healthcare — where every member, partner, and employee experiences affordable, accessible, and quality care. Through technology, teamwork, and trust, we deliver seamless healthcare solutions and an unmatched customer experience.

At Medscheme, we don’t just adapt to change — we lead it.