MedNet Egypt is a leading managed care service organization that caters to healthcare needs. We are looking for a skilled Officer - Customer Service will be responsible for providing exceptional customer service support to customers and/or insured members, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction.Your JobHandle inbound and outbound communication via phone, chat, and email to address customer and member inquiries, complaints, and requestsDeliver high-quality customer service by listening actively, showing empathy, and providing accurate and timely resolutionFollow standard procedures and company guidelines to resolve issues professionally and consistentlyDocument all interactions accurately with proper wrap-up notes and logs after each call or chatDevelop in-depth product knowledge, including policies, benefits, terms, and updates to provide accurate informationSupport outbound campaigns, including follow-ups, courtesy calls, satisfaction checks, and clarification requestsCollaborate with internal teams and support departments to ensure efficient service delivery and issue resolutionContribute to a positive team culture, participating in department tasks and fostering continuous improvementMeet and exceed performance KPIs, such as CSAT, FCR, AHT, and quality assurance scoreAdapt to shift work, including evenings, weekends, and holidays, as per business requirementsMaintain professionalism and resilience in high-pressure situations and when dealing with challenging customersComply with internal policies, procedures, and the company’s code of conduct at all timesYour ProfileBachelor’s degree in Business Administration or a related field; a medical background is aplus.6 months to 2 years of customer service experience, preferably in a call center or contact center environmentExperience in the healthcare or insurance industry is preferredGood English communication skills, both verbal and writtenStrong interpersonal and problem-solving abilities with a customer-first approachProficiency in customer service software and tools; computer literacy is requiredAbility to handle high call volumes and perform well under pressureFlexible to work shifts, including evenings, nights, weekends, and public holidaysEmpathy, adaptability, and resilience in a dynamic, customer-focused environmentents.