Anadach Consulting Limited - Our client is a leading provider of world-class healthcare services for over 15 years in Lagos State. 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 to fill the position below:
Job Title: Customer Care / Call Center Agent
Location: Victoria Island, Lagos
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
Qualifications 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
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.