Call Center Officer at Mitera Health

Job Summary

The Call Center Officer will serve as the first point of contact for clients, handling inquiries, complaints, and service requests in a timely and effective manner. The role requires experience in HMO or media environments with a strong focus on customer satisfaction and service delivery.

Key Responsibilities

• Handle inbound and outbound calls professionally
• Respond to client inquiries regarding HMO plans, claims, and providers
• Resolve complaints promptly and escalate when necessary
• Maintain accurate records of customer interactions
• Educate clients on services and benefits
• Ability to work flexible hours, including shifts, weekend and holidays to support 24/7 operations
• Meet call center performance metrics (e.g., response time, resolution rate)

Requirements

• Bachelor’s degree or relevant qualification
• 3–5 years’ experience in a call center (HMO  required)
• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Familiarity with CRM systems

Key Competencies

• Customer service excellence
• Active listening
• Emotional intelligence
• Multitasking and time management