Care center Agent

Job description

Summary

The main duty of a CareCentre - Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service.  The CCA will also document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required. The CCA will correspond with CareCentre - Supervisor and CareCentre - Manager accordingly and comply to provide a customer-oriented service at all times.

 

Main Tasks

 

• Builds a customer-oriented focus in the CareCentre 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 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 CareCentre - Supervisor and CareCentre - Manager and keep an open channel of communication.

• Maintains records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, 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.

 

Behavioural 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.

• A bility 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

Minimum Requirements

• Bachelors Degree ; Non 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.