Call Centre Agent
Madison General Insurance
Kenya Limited, a subsidiary of Madison Group and a leading provider of general
insurance products throughout Kenya, is recruiting for the above position.
Key Responsibilities
To pick all calls directed
to the medical call center and assign them to the relevant people; and handle
client complaints and queries in order to improve the efficiency of the care team.
The role will provide
support for Medical Business by;
- Pick
all the calls directed to the, Medical call centre both main and back-up
line and handle the clients to their satisfaction. - Respond
to potential/existing customer inquiries by providing and/or
clarifying with the desired information. - Inform
clients and service providers by explaining procedures and answering
questions through inbound calls.
- Resolves
complaints by clarifying issues and exploring answers and alternative
solutions, implementing solutions, and escalating unresolved complaints.
- Complaints
management by proper escalation of client and service provider queries.
- Follow
up for end to end resolution on all issues raised by both clients and
providers.
- Ensure
strict process compliance in line with the business lines objective.
- Maintain
and improve quality results by adhering to standards and guidelines,
recommending improved procedures.
- Pick
insights from clients and provider feedback on product and process
improvement, and report them to the relevant people in a timely manner.
- Generate
reports on the various engagements and feedback collected.
Minimum Requirements
Experience and
Qualifications
- Bachelor’s
Degree in Business Administration or related courses
- Minimum
2 years’ experience in a Health related Call center
How to Apply
Applications should be
addressed to the Group Human Resources Manager, Madison Group Limited, Email: hr_recruitment@madison.co.ke so as to be received
by Friday 3 rd February, 2023.
