Senior Complaints Handler - #54858

Senior Officer (Complaints Management) – Medical Call Centre (MN GHS)

As a member of Munich Re the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a “Senior Officer- Complaints management under our Medical Call Center (MCC)” primary responsibility is to handle customers’ complaints and ensure their timely resolution. The role involves investigation of complaints, addressing customer complaints effectively and implementing appropriate solutions to ensure customer satisfaction.

Your Role:

• Receive customer and members’ complaints through various channels (calls, chats, emails, or online platforms, escalations from social media, regulatory and interdepartmental).
• Accurately document the complaint details, including the nature of the issue, customer information, and any supporting documentation.
• Analyze, investigate, and assess each complaint to understand the root cause issue or problem.
• Conduct thorough investigation, including gathering additional information from relevant departments or individuals to resolve the complaints effectively.
• Respond to customers promptly and professionally when acknowledging their complaint and providing reassurance.
• Resolve complaints ensuring they align with the company and are following the company policies and procedures.
• Collaborate with cross-functional departments and teams to develop and implement necessary actions for complaints resolution as well as implementing initiatives that enhance customer satisfaction and minimize complaints.
• Maintain accurate and up-to-date records of customer and members’ complaints, actions taken, and resolution provided.
• Generate regular reports summarizing complaint trends, common issues, and proposed improvements to prevent future complaints.
• Identify patterns or recurring issues that require attention from management to improve overall customer experience.
• Identify areas for process improvement based on the analysis of the complaints and feedback.
• Provide recommendations to management on ways to streamline complaint management procedures and improve customer service quality.
• Proactive approach in handling escalated complaints according to the complaint management policies and procedures.
• Provide reports on daily/weekly / monthly/yearly and ad hoc internally and externally as required.
• Develop and update the complaint management standard operating procedures in accordance with industry best practices, company’s and regulatory requirements.

Your profile:

• Bachelor’s degree in relevant field (Business Administration, Communication Etc..) or equivalent work experience
• 3+ years of previous experience in customer service complaint handling in healthcare and/or insurance industry is preferred.
• Excel Proficiency in using standard office software (Microsoft Office Suite).)
• Health Insurance industry / UAE market knowledge.
• Knowledge related to medical terminology would be a plus.
• Flexibility to travel within the UAE and regionally as required.
• Strong interpersonal and communication skills both written and verbal (Arabic will be an added advantage)
• Excellent problem solving and conflict resolution abilities.
• Ability to remain calm and empathetic while handling challenging customers and members.
• Detail-oriented with strong organization and documentation skills
• Ability to work effectively both independently and as part of a team.
• Flexible to adapt to changing priorities and handle multiples tasks simultaneously.
• A customer-centric mindset with a strong commitment complaint management and resolutions

*Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer.