Care Center Agent

MAIN TASKS
• Builds a customer-oriented focus in the Care Centre by providing quality actions and resolutions to their concerns and queries.
• Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
• Answers inbound calls as well as assist customers/providers who have specific inquiries.
• Builds customer’s interest in the services and products offered by the company.
• Provides personalized customer service of the highest level.
• Updates the existing database with changes and the status of each existing/prospective customer/member.
• Documents details of telephone conversation and actions taken.
• Corresponds with Care Centre – Team Leader and Care Centre – Assistant Manager and keep an open channel of communication.
• Maintains records and close-loop each call by completing the clerical duties, as well as liaising with other departments.
• Analyzes the various parts of a problem properly and develop logical solutions within the permitted scope of work.

Behavioral Requirements
• Strong negotiation, communication, attention to detail, time management skills.
• Sound knowledge of telephone etiquette.
• Ability to work independently and maintain focus under pressure.
• Ability to meet tight deadlines.
• Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
• Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization.
• Ability to follow instructions diligently.
• Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance.
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
• Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
• Dependability in taking responsibility for actions taken.
• Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.
• Proven time management skills.
• Excellent customer service and support skills.
• Flexible and ability to work shift .

BEHAVIORAL COMPETENCY

Customer & Market Excellence:
• Strive for excellence at every touch point with the customer
• Foster state-of-art technical/operational knowledge and strive for continuous simplification
• Be the benchmark

Collaborative Leadership:
• Empower the team and provide purpose and direction
• Develop people, provide feedback and care to employee wellbeing
• Collaborate and exchange best practice.

Entrepreneurship:
• Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failure
• Take ownership and responsibility
• Embrace innovation and a culture that allows to make decisions without fear of retribution.

Trust:
• Act with integrity, honor commitments, tell the truth
• Foster diversity and inclusiveness
• Act transparently and promote corporate social responsibility

Minimum Requirements
• Bachelors Degree ; Medical background preferred.
• 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus .
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.