Assistant Manager - Customer Service

MedNet Jordan is one of the leading managed care service organizations that caters to healthcare needs. We are currently seeking to hire an Assistant Manager - Customer Service (on Hybrid working modules basis) with the following tasks and responsibilities:

Customer Service KPIs

·       Deliver and maintain the agreed KPIs (service level, abandoned rate, average speed of answer…etc.) for all inbounds in CS among the available channels

·       Ensure continuous improvement of the scripts and inbound handling approach

·       Work closely with the team to achieve the customer satisfaction indicators via surveys (tNPS, FCR, and CSAT)

Operational enhancements

·       Collect customer feedback and convert it into opportunities to enhance the operational services

·       Provide the necessary data to operational leaders regarding the wrap up/job codes of CS inbounds to support operational enhancements and developments

·       Collaborate with IT and operational leaders to enhance customer experience focusing on digitalization

Complaint management

·       Lead the complaints handling function among the operation

·       Ensure that complaints data are captured properly to support analyzing the trends, and drive the focus of complaints resolution

·       Lead the complaints handling committee and validate the root cause analysis and the recommended solutions

·       Maintain the necessary TAT for complaints resolution depending on complexity

Team Management and Staff training

·       Ensure CS team is equipped and trained to handle CS inbounds according

·       Work closely with the CS team to ensure they are motivated and engaged

·       Maintain a positive work environment among the CS team

·       Prepare and update the CS team schedule, and ensure fair distribution of the workload to guarantee achieving the agreed service levels and KPIs

·       Always to work with the team and encourage innovation and creativity to improve the service

Quality assurance

·       Monitor the QA CS results and ensure continuous improvement

·       Ensure that overall and individual recommendations are implemented successfully

·       Continuous collaboration with QA CS team and strengthen the QA checklist to be in line with customer centricity

Your Profile:

 ·       Bachelor’s degree in business management, marketing management etc

 ·       4-6 years of experience in customer service. Working in customer service within health insurance industry is a plus

·       Computer Literacy (MS Word, MS Excel, MS PowerPoint)

·       Health Insurance industry / market knowledge.

Customer service certificate is a plus

·       Good spoken and written communication skills

·       Team management skills

·       Quality focus and customer oriented

·       Problem solving skills

·       Ability to handle stress