KEY AREAS:

• Communication management in day-to-day queries of our clients and insurers through different channels (Email, Phone, Letter and Chat). The main communication channel will be Emails and Calls.
• As a Hybrid team, you require to manage customer interactions through Emails and Calls at the same time.  You require to multitask between both channels based on Email and Call inflow and based on the requirements in the daily planning.
• Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
• Coordinate and ensure follow-ups of the assigned contracts/clients.
• Answering call from client and advising on the necessary information. To log call in the system and respond via email immediately over the call instead of assigning the task back to the queue.
• Follow up on personal queue for the cases where we received reply.
• Taking ownership on the emails assigned and to complete the necessary before end of business.
• Monitoring Queue to see if there is any queued call which require to be answered instead of allowing the call to drop or abandon.
• Check on medical reports submitted by client and see if we can approve Initial Letter of Guarantee to the provider.
• Check if the complete Reimbursement documents has been submitted before assigning case to Claims Team.
• Keep records and filing up to date.
• Pro-actively optimising the unit’s workflows to achieve set targets.
• Translate communications, medical reports or other documents if needed.
• Work according to the priorities indicated in the work plan and in order to keep under track the different KPIs (ASA, TAT, NPS, etc)
• Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.

What skills do you need?​

Education Level:

• Bachelor or similar by experience: Translation and Interpreting or Foreign Languages studies highly valued.
• Minimum One year or more experience in any related field (Customer Service – Handling calls and responding to client on free text email basis)

Specific Knowledge:

• English and Portuguese both written and spoken.

Soft Skills:

• Skillful in taking decisions: takes the right action on allocated files based on the available information and providing the decision in written to client ensuring all relevant information is clear.
• Excellent Communication skills.
• Accurate: works accurately when providing information to client via written email
• Discipline: pays attention to procedures, agreements and document flows.
• Efficient: finds a good balance between quality and quantity.
• Team player: Able to work in a team and provide feedback on how to improve from time to time.
• Skillful with computer programs: readily learns the ropes in the use of current office applications
• Discreet: works discreetly with confidential (medical) information.

Working Requirement:

• Able to work in rotational shift hours during weekdays and weekends and public holidays.
• Shift Rotation Monday till Sunday, 5 days a week, 9 hours a day
• Shift will be a 9 hour day between the hours of 6am and 3am Nairobi time Eg: Early shift 6 am till 4pm/ Last shift 5pm till 3 am.
• 5 days work and 2 days OFF over period of a week.
• Willing to volunteer for OT during Off days and after working hours.
• Able to work from home and from office
• High speed dedicated Wi-Fi Connection at home (Compulsory).