Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call clients and customers to inform them about the company’s new products, services, and policies.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Active listening skills for determining customer needs
• Patience to deal with frustrated customers in a polite, professional manner
• The ability to follow call scripts, if needed
• Collaborate with other call centre professionals to improve customer service.
• Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy.
• Escalate customer complaints to the complaints team or management.
• *Work in line with company KPI’s regarding call volume and service levels.

Minimum Qualifications

• Undergraduate.
• At least minimum of 4 years of working in customer service role 
• HMO experience is compulsory

Technical Competencies:

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems.
• In-depth knowledge of a company’s products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area.
• Able to multi-task effectively.

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