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  • Posted: Jan 26, 2023
    Deadline: Feb 3, 2023
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Madison Group Limited is a locally owned financial services holding company that specializes in Insurance and wealth management services. The Group comprises of Madison Life Assurance Kenya Limited, Madison General Insurance Kenya Limited, and Madison Investment Managers Limited. Madison Life Assurance Kenya was originally incorporated under Kenyan Laws in 1988 as Madison Insurance Company Limited (MICK) after a successful merger between Crusader Plc (1974) and Kenya Commercial Insurance Corporation.
    Read more about this company


    Call Centre Agent

    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

    Method of Application

    Applications should be addressed to the Group Human Resources Manager, Madison Group Limited, Email: so as to be received by Friday 3rd February, 2023.

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