Job Description

• Manage cases in line with the key directive of Assist First, Verify Later
• Demonstrate a “can do” and professional attitude when servicing members and clients with the objective of exceeding expectations with the service provided
• Demonstrate an understanding of all key clients’ Operations and Billings Procedures
• Coordinate cases in an efficient and cost-effective manner in accordance with company policies and procedures
• Manage cases with a view to moving them forward in the best interests of the member and client
• Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members and clients.
• To be the first point of contact for members, end-users, clients, service providers and colleagues
• Ensure incoming calls are answered promptly, appropriately and courteously.
• Ensure inbound requests are handled in a timely efficient manner
• To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
• Ensure that sufficient logistic arrangements are made in a timely and appropriate manner to meet the needs of members and clients.
• Escalate cases and requests as per company protocols
• Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner.
• Work harmoniously with fellow operations staff, members of the medical team and other Alarm Centres in the provision of assistance to members.
• Carry out any other reasonable duties as requested by the manager.
• Work as part of a 24/7 shift pattern.
• Participate in the development and maintenance of a safe and healthy workplace.
• Undertake all mandatory OH&S training as required.
• Co-operate with management in the fulfilment of its legislative obligations
• Take reasonable care to ensure their own health and safety and the safety of others.
• To report any injury, hazard or illness as soon as possible to their supervisor.

Job Requirements

• Good customer service skills 
• Ability in planning and organizing 
• Good command in English written and verbal communication skills 
• Computer literate and good ability in managing working applications/tools 
• ** Customer Service in a call center is preferred and mainly in an insurance or medical assistance environment . 
• ** Possess at least a Diploma in any field. 
• ** Written and spoken English. 
• **Able to speak a second language is an advantage 
• **12 hours in a shift with 16 workdays in a month (work for 4days in a week)

Additional Info