Call Center Representative

Immediate Vacancy:

MeQrez Health Services is a share company incorporated in October 2020 with the aim of strengthening the health sector of Ethiopia. Its primary focus is to have companies in the health sector to help alleviate the health burden of the country with projects such as General Hospital, Chain of Pharmacies, Imaging & Diagnosis Center, Import and Export of Pharmaceuticals and Medical Consumables. MeQrez at its first phase, have pledged to bring smiles on the faces of ailing customers by providing highest customer care with affordable-cost and high-quality medication in Ethiopia by Ethiopians.

MeQrez is now looking to hire high caliber candidates who are visionary to contribute a positive impact in team of MeQrez for the following job positions:

Major Responsibilities of this role:

• Confer with large volume of customers by telephone to provide information about services of the Hospital, take or enter orders, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Schedule appointments and maintain and update appointment calendars.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Follow communication scripts and use knowledge of the companys services to go off-script when necessary.
• Identify customer needs, research issues, resolve complaints, and provide instant solutions.
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, appointments and confirmations are handled appropriately.
• Maintain ownership of calls throughout the lifecycle of a callers request, including follow-ups with escalation team.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Perform clerical duties such as typing, proofreading, and sorting mails.

Required Number:1

Term of Employment: Permanent up on satisfactory completion of the probationary period.

Required skills and qualifications:

• Bachelors Degree or equivalent in communications and/or marketing from a renowned institution.
• Experience working in a call center or customer-support role.
• Strong active-listening and verbal-communication skills.
• Proficiency in problem solving.
• Ability to multitask and manage time effectively.

Preferred skills and qualifications:

• Expertise in conflict resolution.
• Previous experience in a hospital setup.
• Previous experience in customer service roles.
• Have computer skills.
• Experience in customer sales.