Call Centre Agent x4

Overview

We are looking for a confident Contact Centre professional with solid experience and sound judgement. As the first point of contact for customers or patients, you will manage incoming phone and email enquiries, ensuring a positive experience by providing clear information and supporting timely issue resolution.

• Serve as the first point of contact for all customers and members enquiries
• Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.
• Assist callers in navigating our platforms, applications, and website to access available services
• Issuance of emergency Letters of Guarantee (LOG) and record necessary details in the system.
• Update customer records promptly and accurately in the system.
• Handle complaints and complex enquiries professionally, using sound judgement to resolve issues or escalate when required.
• Demonstrate the ability to assess situations, identify potential risks, and take appropriate action in line with escalation protocols.
• Support the Contact Centre Team Leader and Management with any other assigned duties.

• 1 year of experience in a call/contact centre environment, preferably with exposure to healthcare or insurance.
• Good customer service and active listening skills, with the ability to handle high call volumes professionally.
• Excellent communication skills and good overall computer proficiency to navigate multiple systems.
• Able to work under pressure with accuracy and attention to detail.
• Experience in handling complaints and escalations, or the potential and willingness to be trained for escalation handling.