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Customer Care
2 months ago
Role Purpose:
Responsible for delivering the objectives of VIP &customer care unit and ensuring the highest level of customer service possible. processing the received complaints, handling cases related to VIP and Retention Model members, and cases that need follow up, aligned with policies & procedures of VIP &customer care team to maintain and enhance customer relationships and meet organizational and operational objectives in line with the overall company's service strategy.
Key Accountabilities:
1- Productivity: - Average of 35 cases per working day from work list - 1 complaint Case = 2 cases - 1 Referral Case = 2 cases. - 100% first case resolution (FCR);
- By 31 of Dec, I would have maintained an average of 35 cases closed per day within KPIs. Cases will be rotated among the team and will include the following: Normal work list: 32 cases per day, Complaint Cases: 1 = 2 cases from work list, Referral Cases = 2 cases from work list, NPS: every engagement with member will get at least 9 in NPS score.
2- Quality: A minimum of 95% achievement of quality score;
- By 31st Dec, I would have maintained a minimum of 95% of quality score (Average total score of TQM checking and internal quality checking for all closed cases by following the correct process shared by management, also ensure proper rectification to any error after notified by DM and by confirming fully understanding to the error and affirmation for non-repentance in the future.
3- Process Enhancement: 1 valid and implemented Kaizen Idea;
4- Service Level: A minimum of SL 93% should be achieved;
- By 31 of Dec, I would have maintained a minimum of 93% Service level in order to ensure 100% first case resolution (FCR).
**Skills**:
- Expertise in the medical field or insurance is a major advantage.
- Strong background in customer service in insurance or hospitals
- Able to multitask
- Works well under stress and critical situations (peak times)
- Strong communications skills
- Strong trouble shooting, problem-solving and analytical skills
- Excellent follow up skills
- Efficient level in English language.
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