Customer Service Representative

Responsibilities

• Providing customer services for international claims for the reimbursement of medical expenses for the unit’s dedicated contracts.
• Responding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require in‑depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor, etc). An appropriate response is correct, clear, concise and customer‑friendly.
• Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
• Taking ownership of difficult or high‑value files.
• Responding via the most efficient channel (e.g. phone, e‑mail, letter, etc).
• Following up on the individual workload and taking appropriate action when agreed targets are not met.
• Pro‑actively optimising the unit’s workflows to achieve set targets.
• Providing acc...