Description
We're expanding our customer service team in Cairo and looking for customer-focused advisors to work in rotational shifts. You'll handle queries across phone, email, web chat, and letter, ensuring swift and accurate resolutions. With full training and ongoing coaching, you'll manage all customer types: individuals, corporates, and intermediaries. Resolving even complex issues without escalation.
Key Responsibilities
- Authorize or reject treatment requests before procedures
- Handle member inquiries via phone, email, and in-person visits, applying product knowledge to resolve issues
- Manage membership updates, billing inquiries, and document issuance
- Coordinate international medical appointments and support cross-departmental communication
- Investigate and resolve complaints, ensuring customer satisfaction
- Maintain accurate system records and support new team members
- Collaborate with providers and internal teams to deliver seamless service
What We're Looking For Able to demonstrate that you pay due regard to customers and treat them fairly by:
- Being able to explain the impact that your role and actions have on the fair treatment of customers
- Being able to explain the potential implications for customers who are not treated fairly by you or others
- Making the fair treatment of customers central to all that you do
- Always seeking to be competent to do your job e.g. by completing all compulsory regulatory training on time to ensure that you have all the necessary knowledge and skills