Customer Service Officer

• Support the efforts of partners like Insurance companies, in their client servicing requirements. This includes attending and conducting new client orientation programs, periodic client servicing requirements such as on-going meetings with the clients. Support MedNet’s partners (Insurance companies), whenever such client servicing requests are solicited by them, and proactively encourage such servicing initiatives.  This includes individual member orientations and programs as well as a MedNet initiative.
• Maintain call center turnaround times and ensure high quality of service is provided to our members, providers and PICs
• Actively solicit and gather customer feedbacks in order to improve service levels. Use multiple channels including (but not limited to) periodic customer satisfaction surveys and personal interactions.
• Explore innovative ways to open channels and gain loyalty of the insurers and insured members. For instance, support special campaigns as needed, or if solicited by the payer / broker. This includes overlooking the participation of insured members and ensure a smooth process of the event to enhance member experience. 
• Refer customer grievances to the concerned / designated departments for further investigation and redressal.
• Periodically notify the customer about the progress of the complaint investigations, results and any planned adjustments.
• Where necessary conduct independent investigations to determine the causes of complaint.
• Explore and maintain a sales pipeline of potential customers and pass this information / contacts to the business development team.

Qualification/Experience:

Minimum Qualifications:

• Bachelor’s (Medical) degree
• Multilingual (Arabic and English)

Minimum Experience:

· 2 years of experience in a Customer Service/Call Center role within a hospital / TPA or medical Insurance environment.

*Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer.