Call Centre Agent at Madison Group Limited

Key responsibilities

To pick all calls directed to the medical call center and assign them to the relevant people; and handle client complaints and queries in order to improve the efficiency of the care team.

The role will provide support for Medical Business by;

• Pick all the calls directed to the, Medical call centre both main and back-up
  line and handle the clients to their satisfaction.
• Respond to potential/existing customer inquiries by providing and/or
  clarifying with the desired information.
• Inform clients and service providers by explaining procedures and answering questions through inbound calls.
• Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Complaints management by proper escalation of client and service provider queries.
• Follow up for end to end resolution on all issues raised by both clients and providers.
• Ensure strict process compliance in line with the business lines objective.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
• Pick insights from clients and provider feedback on product and process improvement, and report them to the relevant people in a timely manner.
• Generate reports on the various engagements and feedback collected.

Experience and Qualifications

• Bachelor’s Degree in Business Administration or related courses
• Minimum 2 years’ experience in a Health related Call center