Assistant Manager - Customer Service

MedNet Jordan is one of the leading managed care service organizations that caters to healthcare needs. We are currently seeking to hire an Assistant Manager - Customer Service (on Hybrid working modules basis) with the following tasks and responsibilities:Customer Service KPIs
· Deliver and maintain the agreed KPIs (service level, abandoned rate, average speed of answer…etc.) for all inbounds in CS among the available channels· Ensure continuous improvement of the scripts and inbound handling approach· Work closely with the team to achieve the customer satisfaction indicators via surveys (tNPS, FCR, and CSAT)
Operational enhancements· Collect customer feedback and convert it into opportunities to enhance the operational services· Provide the necessary data to operational leaders regarding the wrap up/job codes of CS inbounds to support operational enhancements and developments· Collaborate with IT and operational leaders to enhance customer experience focusing on digitalization
Complaint management· Lead the complaints handling function among the operation· Ensure that complaints data are captured properly to support analyzing the trends, and drive the focus of complaints resolution· Lead the complaints handling committee and validate the root cause analysis and the recommended solutions· Maintain the necessary TAT for complaints resolution depending on complexity
Team Management and Staff training· Ensure CS team is equipped and trained to handle CS inbounds according· Work closely with the CS team to ensure they are motivated and engaged· Maintain a positive work environment among the CS team· Prepare and update the CS team schedule, and ensure fair distribution of the workload to guarantee achieving the agreed service levels and KPIs· Always to work with the team and encourage innovation and creativity to improve the service
Quality assurance· Monitor the QA CS results and ensure continuous improvement· Ensure that overall and individual recommendations are implemented successfully· Continuous collaboration with QA CS team and strengthen the QA checklist to be in line with customer centricity

Your Profile:
· Bachelor’s degree in business management, marketing management etc· 4-6 years of experience in customer service. Working in customer service within health insurance industry is a plus· Computer Literacy (MS Word, MS Excel, MS PowerPoint)· Health Insurance industry / market knowledge.Customer service certificate is a plus· Good spoken and written communication skills· Team management skills· Quality focus and customer oriented· Problem solving skills· Ability to handle stress