Senior Associate - Healthcare Center Agent
Job Description
Responsible for replying to customers complaints and cases resolution that are received through ICC. Ensuring the proper handling of their complaints end to end in alignment with unit policies and procedures and enabling customer satisfaction with appropriate follow-ups.
End to End case resolution
Follow customer service procedures as outlined in the manual to comply with the department’s procedures and standards Handle general enquiries and cases and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders. Maintaining a positive, empathetic and professional attitude toward customers.
Excellent Recovery
Ensure proper, accurate records, files, and databases are set up and maintained. Ensure fully explain with maintain a high level of NPS survey Build a strong relationship with all relative stakeholders to ensure proper resolution
Complaints Management
Deal end to end with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of supervisors Assure that all complaints are handled end to end as per the department policy and procedure Initiate proper escalation to the relative stakeholders Ensure proper recovery for complaints and high level of satisfaction Highlight any recurring problems and accordingly take corrective actions to resolve the case.
Customer Feedback
Ensure to record complaints feedback and escalate poor satisfaction to the unit manager.
Skills
Minimum 2 years of customer service Proactive, Multi-cultural with interpersonal and good communication skills. Good English writing and speaking.
Job Location Riyadh, Saudi Arabia Job Role Administration
