Job Summary
The Call Center Officer will serve as the first point of contact for clients, handling inquiries, complaints, and service requests in a timely and effective manner. The role requires experience in HMO or media environments with a strong focus on customer satisfaction and service delivery.
Key Responsibilities
Handle inbound and outbound calls professionally
Respond to client inquiries regarding HMO plans, claims, and providers
Resolve complaints promptly and escalate when necessary
Maintain accurate records of customer interactions
Educate clients on services and benefits
Ability to work flexible hours, including shifts, weekend and holidays to support 24/7 operations
Meet call center performance metrics (e.g., response time, resolution rate)
Requirements
Bachelor's degree or relevant qualification
3 - 5 years' experience in a call center (HMO required)
Excellent communication and interpersonal skills
Strong problem-solving abilities
Familiarity with CRM systems
Key Competencies
Customer service excellence
Active listening
Emotional intelligence
Multitasking and time management