Key Responsibilities And Deliverables:

• Ensure effective communication with scheme members and other stake holders.

• Ensure queries and issues by scheme members are resolved within the TAT set.

• Maintain effective business relationships by constantly interacting with Scheme Management so as to ensure customers have a pleasant experience.

• Prepare management reports for the department to advice on the status and show the performance of the service providers at any one time.

• Identify service gaps within the country and ensure the best fit service provider is empaneled.

• Coordinate with respective stake holders in ensuring all parameters set for Service Providers are being implemented and monitored.

• Effectively manage and control payments and ensure the same is made on time in coordination with Finance.

• Adherence to SLA and Best Practices.

• Supervise, train, mentor and coach staff within the unit to ensure they remain motivated.

• Respond to customers queries and complaints and adhere to turn around times to resolve.

• 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.

Qualification and Experience:

• 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.