Care Centre Expert

4 days ago


Muscat, Muscat, Oman Nextcare Full time
About Nextcare

We are a leading provider of innovative customer-centric solutions, dedicated to delivering exceptional service experiences that exceed our customers' expectations. At Nextcare, we believe in fostering a culture of inclusiveness, diversity, and respect.

Job Description

The Care Centre Agent role is a critical part of our customer service team, responsible for responding to telephone inquiries about our products or services. This involves following standard scripts and procedures, ensuring all calls are answered within predetermined time scales, and providing the highest standards of customer service.

Main Responsibilities
  1. Develop strong relationships with customers by providing quality actions and resolutions to their concerns and queries.
  2. Maintain a customer-oriented focus in the Care Centre by adhering to communication/update expectations with clients, in accordance with Nextcare policies.
  3. Answer inbound calls and assist customers who have specific inquiries, while also building customers' interest in our services and products.
  4. Provide personalized customer service of the highest level, ensuring all interactions are professional and courteous.
  5. Update the existing database with changes and the status of each existing/prospective customer/member, documenting details of telephone conversations and actions taken.
Behavioural Requirements
  • Strong negotiation, communication, attention to detail, and time management skills.
  • Sound knowledge of telephone etiquette, enabling effective communication with customers.
  • Ability to work independently and maintain focus under pressure, meeting tight deadlines.
  • Ability to work well as part of a team, exhibiting objectivity and being open-minded towards ideas and views of others.
  • Ability to comprehend, capture, and interpret basic customer information, upholding the values of the organization.
Key Requirements

To be successful in this role, you will require:

  1. A Bachelors Degree; Medical background preferred.
  2. Ideal 2+ years experience in a Call Centre/Customer Service environment, TPA, Hospitals, or Medical Centers exposure is a plus.
  3. Legally permitted to work in the country of operations.
  4. Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

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