Care Center Agent – Customer Service

About the role

The Care Center Agent will handle inbound customer inquiries by phone, following standard scripts and procedures. The role ensures calls are answered within set timeframes, provides accurate information on authorization status, and supports clients and medical providers with high‑quality service.

Key responsibilities

• Answer inbound calls within predetermined benchmarks and provide timely, efficient assistance.
• Inform clients and medical providers about authorization status, card eligibility, and network coverage.
• Maintain accurate records, complete paperwork, and liaise with other departments.
• Report complaints and communication issues to supervisors and managers.
• Suggest and help implement process improvements to enhance efficiency.
• Handle confidential data in compliance with data governance standards.
• Collaborate with AI, machine learning, data analytics, and cloud‑based tools while adhering to security and ethical guidelines.

Required profile

• Relevant university degree.
• 1‑2 years of experience in a call centre or customer service environment; experience in TPA, hospitals, or medical centers is a plus.
• Physically fit and legally permitted to work in the country of operation.
• Fluency in Arabic, English, and French.

Required skills

• Proficiency with Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Strong internet navigation and research abilities.
• Experience working with AI, machine learning, data analytics, and cloud‑based tools.