Team Leader – Customer Service (Medical)

About the role

MedNet Egypt is seeking an experienced Team Leader to oversee its medical customer service operations. You will manage high‑volume inbound and outbound interactions across phone, chat, and email, ensuring swift and accurate resolutions while maintaining high satisfaction levels.

Key responsibilities

• Handle inbound and outbound customer inquiries, requests, and complaints via phone, chat, and email.
• Resolve issues using established procedures or escalate complex cases to appropriate teams.
• Document all customer interactions accurately and maintain proper logs.
• Develop deep product and service knowledge to provide accurate information.
• Collaborate with supervisors, other departments, and team members to share knowledge and feedback.
• Train, mentor, and onboard new team members, ensuring consistent service standards.
• Manage escalated issues, coordinating follow‑up with relevant departments.
• Participate in quality assurance activities and suggest process improvements.

Required profile

• Bachelor’s degree in pharmacy or a related field; customer‑service certifications are a plus.
• 2‑3 years of proven experience in a customer service or contact‑center environment.
• Excellent verbal and written English communication skills.
• Strong problem‑solving, critical‑thinking, empathy, and patience.
• Customer‑focused attitude with adaptability and resilience.

Required skills