Customer Care Officer - Pharmacist
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Key skills for this role
About the Role
JOB PURPOSE - The Jobholder serves customers members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining database. He / She should provide accurate and information to customers.
Key Skills for This Role
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Overview
- **1.** **JOB PURPOSE**
- The Jobholder serves customers\\members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining database. He / She should provide accurate and information to customers.
2.** **RESPONSIBILITIES AND DUTIES
- Receive in-bound calls from customers and prospects through voice, Chat, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.
- Should escalate all discrepancies encountered in TOB (Table of benefits), Ntouch Parameters and Network issues with the concerned departments.
- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
- Provide high quality customer service by handling customer service requests as defined in the Call Center Knowledge Base efficiently and accurately with relevant necessary documentation.
- Provide first level support for all technical and functional queries related website and mobile application
- Migrate customers to Alternative Distribution Channels including website and mobile application.
- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.
- Continuously learn to keep up-to-date with changes and developments to services and procedures.
- Handle light back office work related to follow-up and customer complaints.
- Maintain confidentiality of the company’s customers and data.
- Adheres to the assigned shift schedule and avoid any late attendance
- Keep abreast with the latest changes to any of the company’s procedures and new policies.
- Handle sudden rush of calls, stressful periods, and call volume pressure
- The incumbent will need to solve customer problems, handle irate customers.
- The incumbent will be dealing with customers from different languages, accents and cultures.
- Follow up customer calls where necessary
- Upsell products and services
- Complete call logs and reports
- Manage Health hub appointments, NAS Club, and Basmah requests
- Able to accurately assess eligibility within the UAE (HAAD and DHA) guidelines as well as policy boundaries.
3.** **KNOWLEDGE, SKILLS AND EXPERIENCE
- University degree in any discipline from a reputable university.
- Experience in medical front office procedures preferred and knowledge of medical terminology
- 1-2 years’ work experience in the Customer Service functions
- Excellent oral and written communication skills.
- Must be computer literate.
- Excellent command of the English language, Arabic is a definite plus.
- Should be a team player with an aptitude for customer service.
- Highly decisive.
- Listening Capacity
- Problem-Solving
- Flexibility
- Empathy
- Clarity in Communicating
- Good typing speed
- Patience
- Tech skills
- Attention to Detail
• Calm Under Pressure
- Positive Attitude
- Candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information.
Job Types: Full-time, Permanent
- Pay: AED6,000.00 - AED6,500.00 per month
- Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (Required)
Education
- Bachelor's (Preferred)
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