MedNet Egypt is one of the leading managed care service organisations that cater to healthcare needs. We are looking for a skilled Team Leader – Customer Service who will be responsible for providing exceptional customer service support to customers and/or insured members. 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. Also act as a mentor and provide guidance to junior team members and new joiners on-boarding.Your Job: Handle inbound and outbound customer inquiries, requests, and complaints via phone, chat, and email in a professional and timely manner.Resolve customer issues effectively using available resources, following established procedures, or escalating complex cases to appropriate teams.Ensure accurate documentation of customer interactions and maintain proper logs after each contact.Develop a comprehensive understanding of products and services to provide accurate and relevant information to customers.Stay updated on customer service processes, company applications, and product updates to ensure consistent service quality.Collaborate with team members, supervisors, and other departments to share knowledge, seek assistance, and provide feedback on customer issues.Assist in training and on boarding new team members to ensure smooth transitions and consistent service standards.Handle escalated customer issues with proper follow-up, coordinating with relevant departments for timely resolution.Participate in quality assurance activities to maintain service standards and identify areas for improvement.Contribute to process improvement by identifying opportunities to enhance efficiency and customer service operations.Maintain professionalism and composure in challenging situations, demonstrating adaptability and resilience.Adhere to company policies, procedures, and service standards, ensuring compliance with the code of conduct.Your ProfileBachelor’s degree in pharmacy and/or any equivalent; additional certifications or education in customer service are a plus.Minimum 2-3 years’ proven experience in a customer service role, preferably in a contact centre or call centre environment.Excellent English verbal and written communication and interpersonal skillsStrong problem-solving and critical thinking skillsEmpathy and PatienceCustomer focusAdaptability and FlexibilityService and Product KnowledgeTime management and MultitaskingTeamwork and CollaborationProficiency in using customer service software, systems, and tools