Customer Care Agent

GlobeMed Gulf Healthcare Solutions has been a leading healthcare benefits management company since launching its operations in UAE in 2013. GlobeMed Gulf Healthcare Solutions is proudly a GlobeMed Group franchisee. With over 33 years of experience, GlobeMed Group has a network of franchisees in 11 countries in the MENA region including United Arab Emirates, Iraq, Lebanon, Saudi Arabia, Kuwait, Qatar, Bahrain, Jordan, Palestine, Egypt and Nigeria.

The Customer Care Agent handles multi‐channel contacts coming from G-Gulf’s stakeholders and provides them with the best support and assistance using a quality customer service approach.

Responsibilities

• Handle multi‐channel contacts from G-Gulf’s stakeholders while abiding by formal etiquette.
• Handle stakeholders’ incidents (requests and inquiries) according to procedures and guidelines with complete care.
• Escalate specific incidents (requests and inquiries) to other departments and follow up.
• Assist providers with their online transactions issues and process the transactions when necessary.
• Process admin requests related but not limited to: adherent creation, backdating, out-Claims transactions, network restrictions etc...
• Log complaints on CRM and make sure that complete description is logged for a smooth complaint flow
• Maintain a high level on quality communication skills reflecting the quality service image of GlobeMed.
• Conduct surveys concerning customer satisfaction and on‐going market trends.
• Ensure that departments’ KPIs are met.

Qualifications

Education

Bachelor’s degree in Business Administration

Experience/Knowledge

Experience in call center or customer service

Skills/Competencies

· interpersonal skills

· Excellent communication skills in English. Arabic is a plus