Care centre agent

2 weeks ago

Muscat, Muscat, Oman Allianz Partners Full time
Overview

The main duty of a CareCentre - Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible for ensuring that all calls are answered within predetermined time scales and are dealt with to the highest standards of customer service. The CCA will document details of telephone conversations and actions taken to facilitate follow-ups and corrective actions as needed. The CCA will correspond with the CareCentre – Team Leader and CareCentre - Manager, maintaining a customer-oriented service at all times.

Main Responsibilities / What To Do
  • Build a customer-oriented focus by providing quality actions and resolutions to concerns and queries.
  • Follow communication/update expectations with clients, in accordance with Nextcare policies, schemes, or agreed time frames.
  • Answer inbound calls and assist customers with specific inquiries.
  • Promote customer interest in the company's services and products.
  • Update the existing database with changes and the status of each customer/member.
  • Document details of telephone conversations and actions taken.
  • Communicate with CareCentre - Supervisor and Manager, maintaining open channels.
  • Maintain records and complete clerical duties such as faxing, paperwork, credit checks, and liaising with other departments.
  • Analyze problems and develop logical solutions within scope of work.
Behavioral Requirements
  • Strong negotiation, communication, attention to detail, and time management skills.
  • Knowledge of telephone etiquette.
  • Ability to work independently and under pressure.
  • Meet tight deadlines.
  • Work well in a team, exhibit objectivity, and be open-minded.
  • Interpret customer information and uphold organizational values.
  • Diligently follow instructions.
  • Manage difficult customer situations promptly.
  • Adapt to change and meet changing demands.
  • Treat people with respect and instill trust.
  • Dependability and responsibility.
  • Flexibility to accommodate changes and additional duties.
  • Proven time management skills.
  • Excellent customer service skills.
  • Flexible to work shifts.
Customer & Market Excellence
  • Strive for excellence at every customer touchpoint.
  • Maintain technical and operational knowledge, and strive for simplification.
Collaborative Leadership
  • Empower the team and provide purpose and direction.
  • Develop people and promote employee wellbeing.
  • Share best practices.
Entrepreneurship
  • Act on opportunities, anticipate trends, and promote a culture of innovation and responsible risk-taking.
  • Take ownership and responsibility.
Trust
  • Act with integrity, honor commitments, and tell the truth.
  • Foster diversity, inclusiveness, and transparency.
Key Requirements / What To Bring
  • Bachelor's Degree; Medical background preferred.
  • At least 2 years experience in a Call Centre/Customer Service, TPA, hospital, or medical center exposure is a plus.
  • Legally permitted to work in the country.
  • Proficiency in MS Office and internet research skills.

Note: We are committed to diversity and inclusion. We welcome applications regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation.

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