Sr Cust Svc Consultant

Aetna - Dubai
((Please note that this role requires an individual fluent in Arabic & French))

Position Summary/Mission
Delivery of high quality member assistance service.
Ensuring high standards are set in terms of quality, accuracy and customer service.
The MST team will work closely with the MEA Member Assistance Team, Account Managers and PSL's on a daily basis to help them seek to anticipate customer needs and deliver a service which exceeds customer expectations. A point of escalation for all enquiries, you will be committed to developing your team through continuous training and development.

Fundamental Components & Physical Requirements
  • Line management of a team of MST agents, delivering a market leading service proposition.
  • Manage the daily handover and allocation of workload within the team.
  • Monitor workflows regularly throughout the shift and conduct daily review of workloads and outputs to ensure swift progression.
  • Monitor Key Performance Indicators of team in order to ensure consistent achievement of all Service Level Agreements.
  • Ensure effective communication and collaboration with MAT Operations Manager and SDL's on a daily basis.
  • Identify training needs within the team through robust quality assurance processes and deliver regular coaching sessions to ensure continuous improvement.
  • Directly manage any complaints, undertaking investigation, service recovery, root cause analysis and reporting, escalating as and when required.
  • Propose enhancements to systems and processes to maximize efficiency within the team.
  • Support the team during peak times by professionally managing inbound and outbound telephone enquiries with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communication is maintained at all times.
  • Encourage a culture of fraud awareness ensuring any suspicions are appropriately escalated and investigated.
  • Continually work to improve best practices procedures and standards.
  • Ensure compliance with requirements of regional compliance authority/industry regulator.
  • Adhere to international privacy policies, practices and procedures. Strive to deliver consistently excellent customer service internally and externally.

Background Experience Desired
Proven telephone customer service experience.
Healthcare insurance industry experience.
Demonstrated supervisory experience or skills.

Education and Certification Requirements
Fluent in English, Arabic and French language skills
An appropriate professional qualification is beneficial but not essential

Additional Information
Working knowledge of Word, Excel, Email and Internet.
Excellent customer service skills with a strong command of written and spoken English.
Good communicator with strong organisational and problem solving skills.
Commitment to working night shifts
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