Med Net Egypt is one of the leading managed care service organisations that cater to healthcare needs. We are looking for a skilled Officer - Medical Customer Service will be responsible for providing exceptional customer service support to customers and/or insured members. Handle high volume of incoming calls, chats and emails inquiries, and complaints, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction.
Your Job:
Handle inbound and outbound communication via phone, chat, and email to address customer and member inquiries, complaints, and requests. Deliver high-quality customer service by listening actively, showing empathy, and providing accurate and timely resolutions. Follow standard procedures and company guidelines to resolve issues professionally and consistently. Document all interactions accurately with proper wrap-up notes and logs after each call or chat. Develop in-depth product knowledge, including policies, benefits, terms, and updates to provide accurate information. Support outbound campaigns, including follow-ups, courtesy calls, satisfaction checks, and clarification requests. Collaborate with internal teams and support departments to ensure efficient service delivery and issue resolution. Contribute to a positive team culture, participating in department tasks and fostering continuous improvement. Meet and exceed performance KPIs, such as CSAT, FCR, AHT, and quality assurance scores. Adapt to shift work, including evenings, weekends, and holidays, as per business requirements. Maintain professionalism and resilience in high-pressure situations and when dealing with challenging customers. Comply with internal policies, procedures, and the company’s code of conduct at all times.

Your Profile:
Bachelor’s degree in Business Administration or a related field; medical background is a plus.6 months to 2 years of customer service experience, preferably in a call center or contact center environment. Experience in the healthcare or insurance industry is preferred. Excellent English communication skills, both verbal and written. Strong interpersonal and problem-solving abilities with a customer-first approach. Proficiency in customer service software and tools; computer literacy is required. Ability to handle high call volumes and perform well under pressure. Flexible to work shifts, including evenings, nights, weekends, and public holidays. Empathy, adaptability, and resilience in dynamic, customer-focused environments.