Full job description

1. JOB PURPOSE

– The Jobholder serves customers\members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining database. He / She should provide accurate and information to customers.

2. RESPONSIBILITIES AND DUTIES

– Receive in-bound calls from customers and prospects through voice, Chat, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.

– Should escalate all discrepancies encountered in TOB (Table of benefits), Ntouch Parameters and Network issues with the concerned departments.

– Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.

– Provide high quality customer service by handling customer service requests as defined in the Call Center Knowledge Base efficiently and accurately with relevant necessary documentation.

– Provide first level support for all technical and functional queries related website and mobile application

– Migrate customers to Alternative Distribution Channels including website and mobile application.

– Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.

– Continuously learn to keep up-to-date with changes and developments to services and procedures.

– Handle light back office work related to follow-up and customer complaints.

– Maintain confidentiality of the company’s customers and data.

– Adheres to the assigned shift schedule and avoid any late attendance

– Keep abreast with the latest changes to any of the company’s procedures and new policies.

– Handle sudden rush of calls, stressful periods, and call volume pressure

– The incumbent will need to solve customer problems, handle irate customers.

– The incumbent will be dealing with customers from different languages, accents and cultures.

– Follow up customer calls where necessary

– Upsell products and services

– Complete call logs and reports

– Manage Health hub appointments, NAS Club, and Basmah requests

– Able to accurately assess eligibility within the UAE (HAAD and DHA) guidelines as well as policy boundaries.

3. KNOWLEDGE, SKILLS AND EXPERIENCE

– University degree in any discipline from a reputable university.

– Experience in medical front office procedures preferred and knowledge of medical terminology

– 1-2 years’ work experience in the Customer Service functions

– Excellent oral and written communication skills.

– Must be computer literate.

– Excellent command of the English language, Arabic is a definite plus.

– Should be a team player with an aptitude for customer service.

– Highly decisive.

– Listening Capacity

– Problem-Solving

– Flexibility

– Empathy

– Clarity in Communicating

– Good typing speed

– Patience

– Tech skills

– Attention to Detail

– Calm Under Pressure

– Positive Attitude

– Candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information.

Job Types: Full-time, Permanent