Vezeeta is the leading Digital Healthcare Platform in Middle East and Africa that is transforming healthcare accessibility across the region. Having served to date more than 10 Million patients across 78 cities in 6 countries through cutting-edge digital solutions, we empower patients throughout the entirety of their healthcare journey allowing them to access the quality care they deserve.

Our organization is quickly growing, generating demanding roles for like-minded, forward-thinking individuals - with plenty of room for professional and personal growth. If you think you share our belief in redirecting possible healthcare pains into productive tech-enabled solutions, and can add to our positive culture, we’d love to hear from you.

 

Responsibilities

 

• Provide Direct Customer Support for the Non-Medical inquiries through various channels.
• Investigate and resolve customer complaints and queries – particularly the escalated ones.
• Ensuring that all consumers are satisfied which may require taking calls and/or escalated supervisor calls.
• Act as the first point of contact for CPA cases (Consumer Protection Agency in Egypt) and report all cases to Operations Manager
• Monitor calls/tickets either live or saved and provide feedback. [chats to be introduced soon]
• Handle a limited number of Calls, by self, on weekly basis, to get Patients’ insights and vibes about the Experience and spot any weakness in operations
• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to the Cases’ SLA.
• Answering agent questions regarding best practices or difficult calls and providing knowledge or solutions.
• Motivate and encourage the team through positivity by using chats, competitions, communication that align with Vezeeta Values and mission.

• Ensuring agents understand and comply with all call center objectives, performance standards, documentation procedures, and policies.

• Monitoring and evaluating agent performance (Quality of Calls), providing learning or coaching opportunities, and taking corrective action, if necessary.

• Conduct coaching sessions and 1:1s in an organized manner.

• Craft tailored development plans for each member.

• Train and coach newcomers, and provide the required training sessions for existing employees frequently.

• Responsible for the Service Level during Public Holidays and special occasion

• Monitor adherence and conformance to shifts and schedules.