Senior Medical Customer Service Officer

About the role

MedNet Egypt is seeking a Senior Medical Customer Service Officer to manage a high volume of inbound and outbound communications with members and customers. The role combines direct service delivery with mentorship, ensuring quality support while fostering a collaborative team environment.

Key responsibilities

• Handle inbound calls, chats, and emails, providing timely and professional responses.
• Conduct outbound follow‑up, clarification, courtesy, and satisfaction calls as part of campaigns.
• Analyse and resolve complex customer issues using available systems, tools, and knowledge bases.
• Escalate unresolved cases to senior staff or relevant departments.
• Maintain up‑to‑date knowledge of MedNet’s products, benefits tables, terms, and conditions.
• Prepare and submit reports as requested by team leaders or managers.
• Mentor junior team members, support onboarding, and assist with training activities.
• Participate in quality‑assurance initiatives and suggest process improvements.

Required profile

• Bachelor’s degree in medical education or a related field.
• 2–3 years of proven experience in a customer‑service or contact‑center environment.
• Excellent verbal English communication skills.

Required skills

What we offer

• Opportunity to work within a leading managed‑care organization.
• Professional development through mentorship and training programs.
• Collaborative team culture focused on high customer satisfaction.