Customer Care Officer - Insurance TPA (Pharmacist)

Customer Care Officer - Insurance TPA (Pharmacist)

Location: Dubai

Full Job Description

1. JOB PURPOSE

The Jobholder serves customers/members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining the database. He/She should provide accurate information to customers.

2. RESPONSIBILITIES AND DUTIES

1. Receive in-bound calls from customers and prospects through voice, chat, e-mail, and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call, etc.
2. Escalate all discrepancies encountered in TOB (Table of Benefits), Ntouch Parameters, and Network issues with the concerned departments.
3. Provide high-quality customer service by answering customer inquiries efficiently and politely with correct and complete information and redirect them where appropriate.
4. Handle customer service requests as defined in the Call Center Knowledge Base efficiently and accurately with relevant necessary documentation.
5. Provide first-level support for all technical and functional queries related to the website and mobile application.
6. Migrate customers to Alternative Distribution Channels including website and mobile application.
7. Handle customer complaints to the satisfaction of the customer within defined authority limits and escalate more complex complaints where appropriate.
8. Continuously learn to keep up-to-date with changes and developments to services and procedures.
9. Handle light back office work related to follow-up and customer complaints.
10. Maintain confidentiality of the company’s customers and data.
11. Adhere to the assigned shift schedule and avoid any late attendance.
12. Keep abreast with the latest changes to any of the company’s procedures and new policies.
13. Handle sudden rush of calls, stressful periods, and call volume pressure.
14. Resolve customer problems and handle irate customers.
15. Deal with customers from different languages, accents, and cultures.
16. Follow up customer calls where necessary.
17. Upsell products and services.
18. Complete call logs and reports.
19. Manage Health hub appointments, NAS Club, and Basmah requests.
20. Accurately assess eligibility within the UAE (HAAD and DHA) guidelines as well as policy boundaries.

3. KNOWLEDGE, SKILLS AND EXPERIENCE

1. University degree in any discipline from a reputable university.
2. Experience in medical front office procedures preferred and knowledge of medical terminology.
3. 1-2 years’ work experience in Customer Service functions.
4. Excellent oral and written communication skills.
5. Must be computer literate.
6. Excellent command of the English language; Arabic is a definite plus.
7. Team player with an aptitude for customer service.
8. Highly decisive, with strong problem-solving skills.
9. Flexibility and empathy.
10. Clarity in communicating.
11. Good typing speed and attention to detail.
12. Calm under pressure.
13. Tactful and discrete when dealing with clients, able to handle confidential information.

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)