What are your main responsibilities?

• You are responsible for the client communication for designated account relationships and Contracts.
• You are required to response to the client on timely manner providing full and accurate information in one go.

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.

Qualifications

• Advance or bilingual knowledge of English is a must (C1/C2)
• Advance knowledge of one or more of these languages: Portuguese, Arabic, Chinese, German, French, Spanish (C1 Level).
• Exceptional organizational and time-management focus
• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
• 1+ years of customer service experience analyzing and solving customer problems required; call center experience a PLUS
• Ability to perform in a high volume, fast paced call center environment
• Proven ability to work independently as well as a productive member of a team
• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
• Knowledge of Medical Terminology is a plus