Contact Centre Executive - #1119478

Job Description for Contact Centre Agent (Day Shift)

We are seeking a capable and confident Contact Centre professional who can bring valuable experience and sound judgement to our team. In this role, you will be the first point of contact for customers or patients, handling incoming queries via phone and email. You will play an essential part in ensuring a positive customer experience by addressing enquiries, providing accurate information, and supporting an efficient resolution of issues.

The Opportunity

We are a team of customer-focused professionals who believe that delivering great experiences makes a real difference. This is your chance to be part of a team that values empathy, service quality, and teamwork. You will play a vital role in supporting patients, healthcare partners, and corporate clients by providing accurate information and timely assistance.

To succeed in this role, you should be passionate about delivering service excellence and eager to learn and grow. You will also have the opportunity to work alongside experienced mentors who will support your development and help you grow professionally.

How You Will Make an Impact:

·       Serve as the first point of contact for all customer and member enquiries.

·       Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.

·       Assist callers in navigating our platforms, applications, and website to access available services.

·       Issue emergency Letters of Guarantee (LOG) and record necessary details in the system.

·       Update customer records promptly and accurately in the system.

·       Handle complaints and complex enquiries professionally, using sound judgement to resolve issues or escalate when required.

·       Demonstrate the ability to assess situations, identify potential risks, and take appropriate action in line with escalation protocols.

·       Support the Contact Centre Team Leader and Management with any other assigned duties.

Skill and Experience:

·       At least 2 years of experience in a call/contact centre environment, preferably with exposure to healthcare or insurance.

·       Strong customer service and active listening skills, with the ability to handle high call volumes professionally.

·       Excellent communication skills and good overall computer proficiency to navigate multiple systems.

·       Able to work under pressure with accuracy and attention to detail.

·       Experience in handling complaints and escalations, or the potential and willingness to be trained for escalation handling.

·       Willingness to work rotating shifts, including weekends and public holidays.

Only shortlisted candidates will be notified