Customer Care Officer

ROLE AND FUNCTIONS OF JOB:

• Respond to queries and complaints via email, telephone or any other customer service application developed for optimizing customer service efficiency. 
• Represent the National Health Fund at Health Fairs and other promotional events held on week days, weekends and public holidays - upon request 
• Relieve Receptionist/Telephone Operator upon request 
• Handle customer inquiries relating to the processing of NHF Claims/transactions, Order processing, billing and payment inquiries, account modifications and other product/service information. 
• Process drug advance requests. 
• Facilitate overrides for pharmacy and beneficiary 
• Administer customer feedback tool 
• Perform data entry operations 
• Process application and change forms for JADEP and NHF members 
• Issue replacement membership cards for JADEP and NHF members. 
• Print and package for distribution membership cards for JADEP and NHF members.
• Perform administrative duties to support the Card production and distribution process.
• Provider customers with product and service information 
• Provide Customer Service resolutions in a timely manner. 
• Document all customer service interactions 
• Utilize several platforms simultaneously to respond to the diversifying request of customers. 

SPECIFIC KNOWLEDGE REQUIRED:

• Excellent inter-personal skills 
• Excellent oral and written communication skills 
• Ability to establish and maintain harmonious working relationships 
• Ability to plan, lead and manage multiple priority projects simultaneously. 
• Ability to provide professional customer service based on strong principles and ethics.
• Computer Literacy 
• Time management skills 

QUALIFICATIONS & EXPERIENCE:

• BSc. Degree in Management Studies/Public Relations or similar field 
• Training in customer service/public relations 
• At least 2 years’ experience in customer service or call centre environment.
• Any equivalent combination of qualifications and experience 

NB. We appreciate all responses, but only short listed candidates will be contacted.