Job Title: CSE – Contact Center

Job Purpose/Summary:

  • The CSE will be responsible for providing professional and quality customer service both internally and externally. The CSE will be responsible for customer support at the designated touch point. The CSE must get full understanding of customer's enquiry and attend to the customer, solving the issue and log it on CMT and all other systems as need be.

  • If the issue is resolved, the CSE ensures that customer is satisfied and confirms the customers contact details.

  • If issue can't be resolved while on call, it is escalated by the CSE to the CE leader and followed up through the proper channels until resolution.

  • Customers should be clearly directed/guided on what to do.

Customer Support:

  • Providing one-stop customer support for all MAKL services by responding to customer contacts within defined SLAs

  • Resolving all complaints, concerns and issues in a timely and diplomatic manner. Conduct activities in a professional manner.

  • Demonstrating knowledge of MAKL service standards or service level agreements.

  • Demonstrating knowledge of impact of providing professional service to Customers.

  • Understanding the importance and impact of first call resolution (FCR).

  • Working with the CE leader on performance improvement as an individual and with the team as a whole.

  • Ensuring complaints/concerns are resolved or escalated in a timely manner.

  • Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up.

  • Determining when a problem requires action from higher level of authority.

  • Participating in regular team meetings.

  • Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.

  • Updating client comments, complaints, reports and compliments on all relevant MAKL Systems.

  • The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of Medical services in order to meet customer needs.

  • Resolving customer query on first contact and keep the promise of query/problem resolution for escalated cases.

  • Take full ownership of customer cases that land and handover unresolved cases at end of day.

  • Resolving customer query on first contact and keep the promise of query/problem resolution for escalated cases.

  • Completing Welcome Calls to engage new Customers in customer experience.

  • Confirming client information and update on existing database.

  • Enhancing customer loyalty and upsell accordingly.

  • Recording information on reason for contact – service request, enquiry or complaints.

  • Actively participating in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.

    • Qualification and Expeience:

    • Minimum of 1-year experience in customer service.

    • Degree/Diploma in any of these fields from a recognized university: Telecommunications, Health.

    • Experience in the Health industry will provide an added advantage

    • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

    • Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.

    • Proficiency in MS Office - specifically Excel, Access, Word, PowerPoint.

    • Ability to effectively present information and respond to questions from management, peers and customers.

    • Self-driven, customer centric and team player.

    • Good communication Skills.

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