Call Centre Executive at International Health Management Services (IHMS)

As a Call Center Representative at IHMS Nigeria, you will be our members' first point of contact, assisting them with their inquiries, providing information about our healthcare plans, and resolving any issues they may encounter. You will ensure our members receive excellent customer service and support.

Applicants must reside in Lagos

Key Responsibilities:

• Customer Service: Provide exceptional customer service to members calling in with inquiries, requests, or issues regarding their healthcare plans. Address their concerns promptly and professionally, ensuring a positive experience.
• Inquiry Handling: Handle a high volume of incoming calls efficiently and effectively. Answer questions about coverage, benefits, claims, and other related topics. Provide accurate information to assist members in understanding their healthcare options.
• Issue Resolution: Resolve member complaints, issues, and disputes in a timely and courteous manner. Investigate concerns, escalate complex issues to the appropriate department when necessary, and follow up to ensure satisfactory resolution.
• Documentation: Maintain detailed and accurate records of all member interactions, inquiries, and resolutions in the company's database. Ensure that all information is entered correctly and updated as needed.
• Product Knowledge: Stay updated on the company's healthcare plans, services, and policies. Continuously expand your knowledge to effectively address member inquiries and provide informed assistance.
• Team Collaboration: Collaborate with other departments, such as claims processing and member services, to resolve member issues that require additional support or expertise. Communicate effectively with team members to ensure a seamless customer experience.
• Quality Assurance: Adhere to established quality standards and guidelines for customer service, ensuring that all interactions meet or exceed company expectations. Strive for excellence in every member interaction.
• Adherence to Policies: Follow company policies, procedures, and guidelines in all interactions with members and colleagues. Maintain confidentiality of member information and adhere to compliance regulations.

Qualifications:

• High school diploma or equivalent; some college education preferred.
• Previous experience in a call center or customer service role is desirable.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to interact professionally with diverse individuals.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in computer applications, including MS Office and customer service software.
• Knowledge of healthcare terminology and insurance processes is a plus.
• Ability to work flexible hours, including evenings and weekends if required.

Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plans, and more.
• Opportunities for career advancement and professional development.
• Positive work environment with supportive team members.
• Employee discounts on healthcare services and products.