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Mid-level Customer support, client care jobs in Nairobi, Kenya

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jobs

Jubilee Insurance KE

Care Executives (Talent Pipeline For Future Opportunities)

Nairobi, Kenya

2 days remaining

Majorel Kenya Limited

Kenya | Team Leader - DF6284

Nairobi, Kenya

27 days remaining

HF Group

Customer Service Officer – Ultimate Banking (Rehani)

Nairobi, Kenya

1 day remaining

Athena

Operations Manager

Nairobi, Kenya

16 days remaining

Kopo Kopo Inc

CLOSED

Operations Associate

Nairobi, Kenya

Closed 8 days ago

M.P Shah Hospital

CLOSED

Client Relations Manager

Nairobi, Kenya

Closed 20 days ago

Corporate Staffing Services

CLOSED

Retail Shop Supervisor - Health

Nairobi, Kenya

Closed 23 days ago

CBRE Excellerate

CLOSED

Site Technical Specialist Kenya

Nairobi, Kenya

Closed 3 days ago

Diageo

CLOSED

Africa Customer Manager

Nairobi, Kenya

Closed 18 days ago

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Reckitt Benckiser

CLOSED

Customer Service Executive

Nairobi, Kenya

Closed 20 days ago

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Care Executives (Talent Pipeline For Future Opportunities)

Closing: May 5, 2024

2 days remaining

Published: Apr 30, 2024 (3 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

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Job Ref. No: JHIL104

Role Purpose

The job holder will handle inquiries from intermediaries, customers, and providers by understanding their needs, addressing their questions, resolving issues, and fulfilling requests. The role holder is expected to provide excellent service in all customer interactions and create memorable experiences.

Key Competencies

  • Empathy skills
  • Listening skills
  • Verbal communication
  • Attention to detail.
  • Good Interpersonal relationships
  • Ability to multi-task
  • Proficiency in optical terminology and eyecare processes.
  • Proficiency in dental data analysis and interpretation.
  • Proficiency in medical terminology.

Qualifications

  • Graduate from a recognized university or hold a diploma in nursing from a recognized medical teaching institution.
  • Proficient in the use of Microsoft Office suite and packages

 Relevant Experience

  • Minimum of 1 year experience in a Call Centre environment.


Responsibilities

Job Ref. No: JHIL104

Role Purpose

The job holder will handle inquiries from intermediaries, customers, and providers by understanding their needs, addressing their questions, resolving issues, and fulfilling requests. The role holder is expected to provide excellent service in all customer interactions and create memorable experiences.

Key Competencies

  • Empathy skills
  • Listening skills
  • Verbal communication
  • Attention to detail.
  • Good Interpersonal relationships
  • Ability to multi-task
  • Proficiency in optical terminology and eyecare processes.
  • Proficiency in dental data analysis and interpretation.
  • Proficiency in medical terminology.

Qualifications

  • Graduate from a recognized university or hold a diploma in nursing from a recognized medical teaching institution.
  • Proficient in the use of Microsoft Office suite and packages

 Relevant Experience

  • Minimum of 1 year experience in a Call Centre environment.


  • Delivery exceptional customer experience in all interactions on call and email by maintaining highest level of professionalism.
  • Manage urgent or critical cases promptly, coordinating immediate interventions and connecting with emergency services as needed.
  • Issuing preauthorization approvals for all outpatient, dental, optical, and inpatient cases.
  • Keep a clear complaint tracker and ensure timely resolution of all complaints and escalations.
  • Respond to potential/existing customer and intermediaries’ inquiries by providing and/or clarifying with the desired information.
  • Identify appropriate specialists, services, or community resources that can contribute to the member's overall health and well-being.
  • Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
  • Evaluate the healthcare needs, history, and current condition of members to develop a clear understanding of their healthcare requirements.
  • Ensure strict process compliance in line with the business lines objective.
  • Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
  • Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
  • Generate reports on the various engagements and feedback collected. Contribute to quality improvement initiatives by providing insights and feedback to enhance care processes and outcomes.
  • Collaborate with dental professionals, specialists, and providers to coordinate and facilitate comprehensive dental care for insured members.
  • Review all treatment plans, ensuring they align with medical guidelines, member needs, and insurance coverage.
  • Engage with insured members to explain treatment options, address concerns, and support them throughout their healthcare journey.
  • Identify appropriate specialists, services, or community resources that can contribute to the member's overall health and well-being.


Tags

Customer support, client care jobs

Banking, microfinance, insurance industry jobs

Mid-level jobs

Jobs in Nairobi

Jobs in Kenya

Customer support, client care jobs in Nairobi

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