Customer Service / Call Center Agent at Anadach Consulting

Location: Victoria Island, Lagos

Description

• Our client has been a leading provider of world-class healthcare services for over 15 years in Lagos
• 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.

The Role

• 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

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

Qualification 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