Customer Service Officer

About the role

MedNet Egypt is seeking a Customer Service Officer to provide high‑quality support to its insured members and customers. The role involves handling inbound and outbound communications across phone, chat, and email, ensuring timely and accurate resolutions while maintaining strong customer satisfaction.

Key responsibilities

• Handle inbound and outbound calls, chats, and emails to address inquiries, complaints, and requests.
• Listen actively, show empathy, and deliver accurate information based on product and policy knowledge.
• Follow standard procedures and company guidelines to resolve issues consistently.
• Document all interactions with detailed wrap‑up notes and logs.
• Support outbound campaigns such as follow‑ups, courtesy calls, and satisfaction checks.
• Collaborate with internal teams to ensure efficient service delivery.
• Meet and exceed performance KPIs including CSAT, FCR, AHT, and quality scores.
• Adapt to shift work, including evenings, weekends, and holidays as required.

Required profile

• Bachelor’s degree in Business Administration or a related field (medical background a plus).
• 6 months to 2 years of customer service experience, preferably in a call‑center environment.
• Experience in healthcare or insurance is preferred.
• Strong English communication skills, both verbal and written.
• Ability to handle high call volumes and work well under pressure.
• Flexibility to work rotating shifts, including nights and public holidays.

Required skills

• Proficiency with customer service software and general computer applications.

What we offer

• Opportunity to work in a leading managed‑care organization.
• Professional development and training on healthcare products and policies.