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The main duty of an Customer Care Unit Officer is to respond to communication inquiries / complaints raised by members, providers, brokers, and payers as per the standard procedures. The incumbent is also responsible to ensure that all c\ases are responded within predetermined time scales and are dealt with the highest standards of customer service. The CCU Officer will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. The CCU Officer will correspond with Care Center Management accordingly and comply to provide a customer-oriented service at all times.
MAIN TASKS:
Closely coordinate with Payers, Providers and Members by providing quality actions and resolutions to their concerns and queries.
Proactively handle complaints at the earliest.
Follow communication/update expectations with clients, in accordance with NEXtCARE policies, scheme or agreed time frames set.
Answer inbound Emails as well as assist customers who have specific inquiries
Build customer’s interest in the services and products offered by the company
Provide personalized customer service of the highest level
Update the existing database with changes and the status of each existing/prospective customer/member
Document details of all conversation and actions taken.
Correspond with Care Centre Management and keep an open channel of communication.
Maintaining records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments
Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
BEHAVIORAL REQUIREMENTS:
Strong negotiation, communication, attention to detail, time management skills.
Sound knowledge of telephone and email etiquette.
Ability to work independently and maintain focus under pressure.
Ability to meet tight deadlines.
Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization.
Ability to follow instructions diligently.
Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance.
Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
Dependability in taking responsibility for actions taken.
Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.
BEHAVIORAL COMPETENCY:
Customer & Market Excellence:
Strive for excellence at every touch point with the customer
Foster state-of-art technical/operational knowledge and strive for continuous simplification
Be the benchmark
Collaborative Leadership:
Empower the team and provide purpose and direction
Develop people, provide feedback and care to employee wellbeing
Collaborate and exchange best practice.
Entrepreneurship:
Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failure
Take ownership and responsibility
Embrace innovation and a culture that allows to make decisions without fear of retribution.
Trust:
Act with integrity, honor commitments, tell the truth
Foster diversity and inclusiveness
Act transparently and promote corporate social responsibility.
MINIMUM REQUIREMENTS:
Bachelors Degree ; Medical background (Medical , Paramedical)
2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
Physically fit to carry out duties.
Legally permitted to work in the country of operations.
Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
Excellent customer service and support skills.
Excellent Arabic & English language skills
APPLY FROM LINK BELOW:
https://www.linkedin.com/jobs/view/3804326575/?
