To provide efficient, professional, and multilingual customer support by handling inquiries, resolving issues, and delivering accurate information to clients, while ensuring high levels of customer satisfaction and supporting the organization’s service objectives.
Duties and Responsibilities
Call Centre Management - Effective management of the 24-hour call Centre:
- Respond to all calls channeled to the medical call centre from clients or service providers.
- Engage with insurers to unlock any care-related client issues.
- Acknowledge and respond to emails while maintaining the escalation protocol.
- Submit an output/incident report at the end of every shift.
- Ensure seamless access to care for clients.
- Provide professional, accurate, and timely responses to clients.
- Attend to customer feedback and complaints.
- Ensure timely escalation and reporting of any incidents.
Key Result Areas
- Case Management visits to all SF and insured clients.
- Call Centre support and customer service excellence.
- Cost Management and Cost Containment.
- Achievement of high customer satisfaction levels.
- Maintaining team cohesion.
Key Competencies
- Knowledge of Insurance practice.
- Outstanding decision-making skills.
- Strong interpersonal and negotiation skills.
- Good written and verbal communication skills.
- Proficiency in report writing.
- Rational thinking and analytical skills.
- Creative and open-minded approach.
Knowledge and Skills Required
- Clinical or medical background and knowledge.
- Data analytics and computer literacy.
- Flexibility and teamwork.
- Excellent time management.
- Solution-oriented mindset.
- Previous experience in a Call Centre or customer service role is preferred.
Professional and Academic Qualifications
- A bachelor’s degree in communications, languages/linguistics, or any related field is required.
- Fluency in at least one of the following languages is mandatory: French, German, Spanish, Mandarin, or Arabic.
- A Diploma in Nursing or Clinical Medicine, or a B.Sc. in Health Systems Management will be an added advantage.
How to Apply
Interested and qualified candidates should apply online via the Minet Kenya recruitment portal at hr.minet.co.ke by clicking the application link provided below.
