Job Description:

Location: Cairo, Egypt
Job Type: Full‑time

The Purpose of this role is to support the customer service and customer relations departments in multiple administration
functions and processes.You will be providingadministrative services to benefit our customers and colleagues.
The role holder will be required to work within the teams and be required to hold good relationships with all key stakeholders
internally and externally
 

Key accountabilities will include completion and management of the Customer Service / Relations Dept, administrative tasks,
such as logging and raising complaints/dissatisfactions raised by our members, responding to customer complaint enquires,
providing call downloads to colleagues, administering initial bereavement contacts, simple payment transactions, managing
mailboxes and templated letters to customers

What You’ll Do

The accountabilities and responsibilities of the role will vary according to the specific assignment(s) at any one time: -
•To ensure customeractivity requirements are met and service levelagreementsare achievedensuring we are keeping
the promises we have made to our customers.
•To work to agreed key performance and productivity measures, meeting and exceeding these targets.
•To provide exceptional customer service to our customersthrough a variety ofdifferent communicationplatforms.
•Interpret information from a variety of sources, be it written, verbal or from analytical support functions, to support
appropriate decision making and impactful actions.
•Tenaciously acquire information in a structured manner from a variety of sources and in a variety of formats to support
decision making with utmost integrity, from a clinical, policy and regulatory perspective
•Accurately and consistently record information to aid continuity and excellence in individual customerexperience, as well
as continuous improvement of the function as a whole.
•Management of all Customer Relations Departments administrative activity
•Logging and raising complaints and dis-satisfactions raised by our members

Tracking of all volumes of work produced, highlighting any improvements upwards to direct line manager.
•Collection, Scanning and attachment of all customer correspondence.
•Swift queue management and task distribution.
•Liaising with internal and external stakeholders
•Share success and flag challengesand ideasin a timely and constructive manner to support excellent customer
experience and continuous improvement of the function.
•Multiskilled over different areas of work the team complete to ensure we can deliverthe outcomes to our customers
within the agreed time scales.
•Quickly and effectively respond to change to support an enhanced customer propositionincluding automation.
•Work with key stakeholders to complete and enhance the customer experience.

The role holder is expected to have the following qualification(s), skills and experience:
•exceptional interpersonal skills and a genuine desire to provide an exceptional service to every customer.
•resilience, driven by results and enjoy working as part of a team and individually.
•Flexibility and multi-tasking
•Confident using a PC is helpful
•Customer focussed
•Making the fair treatment of our customers central to all you do
•Strong team player
•Well developed communication and interpersonal skills
 

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