MedNet Egypt is one of the leading managed care service organisations that cater to healthcare needs. We are looking for a skilled Senior Officer - Medical Customer Service Will handle high volume of incoming calls, chats and emails inquiries, requests, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction. Act as a mentor and provide guidance to junior team members and new joiners onboarding, fostering a positive collaborative team environment in accordance with the company’s and department code of conduct and policies & procedures and participate and assists in department activities and tasks as and when requested.Your Job:Handle incoming/inbound customer and/or members inquiries, requests, and complaints through phone, chat and email channels, in a timely and professional manner.Carry out outbound calls to customers/Insured members on a follow up, clarifications, courtesy calls and or satisfaction calls and other proactive outbound calls flagged as an outbound campaign..Analyse and resolve complex customer issues effectively, utilising available resources (systems and tools), knowledge base, and using advanced problem-solving skills.Provide timely and effective resolution or escalate complex issues to appropriate department seniors and leads and/or departments for further assistance.Develop and maintain a comprehensive understanding of the organisation’s products or services, including features, table of benefits, terms, and conditions…etc.Collaborate with team members, supervisors/team leaders, and other departments to share knowledge, seek assistance and provide feedback on customer issues.Prepare reports at the request of the Team Leader/managerAct as a mentor and support to junior team members to help them enhance their skills and performance.Provide support and engage to department activities such as training and onboarding of new team members, ensuring a smooth transition and consistent service quality.Assist supervisors/team leaders when with department tasks and activities as and act as shift support as/when requested.Handle escalated customer issues and complaints that cannot be resolved at initial contact, ensuring proper follow-up and resolution.Coordinate with relevant departments and stakeholders to address customer concerns and provide satisfactory resolution.Document and track feedback, escalated cases, ensuring timely updates and resolution for customer satisfaction.Participate in quality assurance activities and feedback upon requested to ensure adherence to service standards and identify areas of improvement.Support and collaborate in identifying opportunities for process improvement and provide suggestions to enhance efficiency and effectiveness of customer service operations.Your Profile:Bachelor’s degree in medical education2-3 years’ proven experience in a customer service role, preferably in a contact center or call center environment.Excellent English verbal and written communication and interpersonal skillsStrong problem-solving and critical thinking skills and abilitiesAbility to handle high volume of calls and work under pressure in a fast-paced environment.Proficiency in using customer service software, systems, and any other relevant tools.Computer Literacy is required.Ability to work flexible hours /shift base, including evening, overnight, weekend, and holidays as per the business requirementsCustomer focus