Customer Service / Call Center Agent (Male) at a Leading World-class Healthcare Service Provider – Anadach Consulting Limited

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Anadach Consulting Limited – Our client, a leading provider of world-class Healthcare service is recruiting to fill the position below:

Job Title: Customer Service / Call Center Agent

Location: Victoria Island, Lagos
Employment Type: Full-time

Description

  • Our client has been a leading provider of world-class healthcare services for over 15 years in Lagos
  • The Facility is a growing family practice that places a strong emphasis on the delivery of high-quality Patient-centered family medicine.
  • As a result of expansion and strategic initiatives aimed at delivering increased value to the patient Experience, career opportunities exist for high performing professionals that can contribute in a rapidly growing organization.

The Role

  • The selected candidate must be an organized and friendly professional who would provide top-notch service over the phone, in conversations, and using written communication when required.
  • In this role, the selected candidate would interact directly with customers/patients to answer questions, solve problems, provide information, and maintain our client’s reputation for high-quality service.

Key Roles and Responsibilities

  • To answer and or/initiate customer calls, respond to customer needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first-call resolution.
  • Function as an information source through telephone assistance to members, providers, billing agencies, and various departments/staff members.
  • Provide pleasant customer experience through superior customer service methods, problem solving and real-time issue resolution.
  • To receive calls from prospective clients and re-route the calls to the appropriate department ensuring that prospective clients receive the best service
  • To log enquiries for all calls relating to registered providers, clients and members
  • To follow up on specific cases as distributed to ensure value-added service offering
  • To adhere to and live the organizational values
  • Maintain updated knowledge of the facility’s services in order to provide adequate information to customers
  • Make service suggestions to meet the customer’s specific needs
  • Obtain necessary information from customers to adequately follow up
  • Document important customer information for future reference
  • Collect and record customer feedback and information, and share with appropriate departments and team members
  • Process complaints, following established guidelines.
  • Maintain knowledge of organizational guidelines, regulations, and departmental policies and practices and maintain accurate documentation for compliance.
  • Foster and maintain relationships with customers to improve our retention rate
  • Attend all required customer service-related meetings

Required Skills and Competencies

  • Excellent oral communication skills
  • Intelligent and innovative approach to resolving challenges
  • Positive, enthusiastic and friendly disposition
  • Ability to multitask with good attention to details
  • Should be proficient with Microsoft Excel and Microsoft Word
  • Professional and pleasant telephone etiquette
  • Exceptional client interaction and relationship management skills
  • Strong interpersonal and organizational skills
  • Accurate data management skills
  • High level of integrity
  • Ability to use Electronic Medical Record (EMR) or willingness to learn

Qualification and Experience

  • A Bachelor’s Degree in a relevant field is required
  • Minimum of two years’ experience in a related role
  • Excellent written and verbal communication skills
  • Ability to foster and maintain relationships
  • Organizational skills with the ability to manage numerous tasks and priorities at once
  • Positive, service-oriented attitude
  • Basic computer skills and excellent phone disposition
  • Willingness to work independently or as part of a team

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.

Note: Only shortlisted candidates would be contacted.

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