The main duty of a Contact Centre Agent is to respond to communication inquiries / complaints raised by Stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. Contact Centre Agent will correspond with Care Centre Management accordingly and comply to provide a customer-oriented service at all times.
. Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & authorization over Phone.
. Responding to queries regarding cover, claims, hospitalization, complaints
. Commit to the department`s service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS. case
. se AI insights to empower the team, providing purpose and direction while fostering a collaborative environment.
. Develop extensive and sound product knowledge to provide timely and accurate information to our clients.
. Utilize AI-driven feedback mechanisms to develop people, provide constructive feedback, and care for employee wellbeing.
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.
Medical background is a must. (Veterinary Medicine , Pharmacy , Science etc)
6 months - 3 years of experience.
Experience in a customer facing role is beneficial.
Insurance experience is a plus.
Previous experience in Call Centre environment would be beneficial.
Experience working in pressurized environment with tight deadlines.
Strong Knowledge of Microsoft Office (Excel, Word)
Must be fully flexible to work rotating shift patterns including shift work, nights, and weekend.
Experience in a customer-facing role, ideally with exposure to AI-enhanced service platforms.
