Senior Associate - Call Center (TPA)
Job Description
Role Purpose
Handle inbound and outbound customer service calls and provide world-class service in every interaction for optimal call centre performance and customer satisfaction as per company and department’s standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external with high level of quality.
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Key Accountabilities
Key Activities / Decision Areas
1
Calls Handling
· Provide a high level of customer service and professional communication skills.
· Maintain a thorough knowledge of all departments, Bupa Arabia network, products and services so that customers are provided accurate information on networks, treatments, paperwork requirements, and general queries with confidence at all times.
· Highlight any recurring problems that are identified and then direct the information accordingly so that corrective actions can be taken promptly.
· Ability to use and interpret multiple systems for preauthorizations, claims research, contract interpretation,and provider network status.
· Capacity to understand and interpret client and provider contracts while working with callers.
· Provides customer satisfaction to both internal and external customers and strives to continuously improve service delive.
2
Complaint and conflict handling
· Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of supervisors
Skills
Main Contacts (external and internal)
Contact group
· Relationship managers
· Providers
· Customers
Frequency
· Daily
· Daily
· Daily
Purpose
· Resolve issues related to the customers
· Resolve issues related to the customers
· Resolve issues related to the customers
Person Specification
Education
· Minimum requirement is university degree.
· Insurance certification is preferred.
Experience Fields
· Customer Service or Call Center.
· Working knowledge of personal computers and ability to navigate through software applications.
· Ability to multi-task in a fast paced changing environment and work well under stress.
· Strong trouble shooting, problem-solving and basic analytical skills.
· Excellent follow up skills Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers.
Years of Experience
· 0-2 years in customer service, contact center, call center or customer care position.
Prepared by: Operations Manager – PA & CS
Validated by: Director - Operations
Date: 28-1-2013
Version: 1
Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Residence Location Jeddah , Saudi Arabia
