Senior Officer – Complaint Management (MNGHS)

Job Description

• As a member of Munich Re the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a “Senior Officer – Complaint Management”. The job holder primary responsibility is to handle customers’ complaints and ensure their timely resolution. The role involves investigation of complaints, addressing customer complaints effectively and implementing appropriate solutions to ensure customer satisfaction.

Your Role:

• Handle customers complaints from both digital channels and walk-in members: accurate log, in-depth investigation, root cause analysis, deployment of actionable action plan, member update and member timely resolution.
• Ensure to gather the relevant information with other departments to resolve the complaints effectively and maintain accurate and up-to-date records.
• Support in collecting data, generate regular reports and provide an in-depth knowledge of the systems and tools.
• Analyze generated reports providing any trend and recurring issue requiring attention from management to improve overall customer experience.
• Ensure customer satisfaction by providing prompt and professional acknowledgment, update (or holding/extension) and resolution.
• Ensure each step of the process is met within the agreed timelines, reflected in the relevant systems and tools and aligned with the company policies and procedures.
• Collaborate with cross-functional departments to develop and implement necessary actions for complaints resolution as well to implement initiatives that enhance customer satisfaction, prevent complaints reoccurrence and minimize the number of received complaints.
• Provide any requested information and report accurately and in a timely manner to the clients.

Your profile:

• Bachelor’s degree in relevant field (customer service, business administration, communication) or equivalent work experience.
• 5 years of experience in Contact Center environment (Inbound, outbound, emails & chat) in which 3+ years of previous experience in customer service complaint handling in healthcare and/or insurance industry preferrable.
• Excel proficiency in using standard office software (Microsoft office studio)
• Health Insurance industry / market knowledge.
• Knowledge related to medical terminology would be a plus.
• Strong interpersonal and communication skills.
• Excellent knowledge of MS office and Computer literacy.
• People management skills & Customer Oriented.
• Complaint management skill & Problem solving.
• Data Analytics (understand Contact Center KPIs, reporting & analysis).