Contact Centre Analyst (Remote)

About this role

HeliumDoc (Formerly Meddy) mission is to help patients make informed health decisions. We are building a future where access to healthcare information is easy and convenient. We are creating the best place to build products to democratize healthcare information in the region.

The Contact Centre Analyst is to provide outstanding service to our customers and potential customers in Qatar and UAE. This individual will be required to answer requests, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction. Responsibilities include

Inbound Request Management

• Handle all inbound requests and complaints, routing accordingly and providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Directly interact with customers and clients to help identify and assess needs towards the prompt resolution of issues.
• Manage inbound requests via email, calls, chats or face to face for requests, complaint, or enquiries. Log incidents using CRM tools, action and close accordingly.
• Advise clients on available services and processes to access services.
• Ensure all relevant communications and data are updated and recorded.
• Monitor random calls to improve quality, minimise errors and track operative performance. Prepare periodic reports on contact centre statistics, rates and performance levels.
• Maintain a positive empathetic and professional attitude towards clients at all times.

Monitoring & Resolution

• Constantly monitor the use of our services, resolving any first level client’s complaint and escalating where necessary.
• Follow up to ensure resolution of client’s complaint
• Manage the database of clients and customers ensuring it is effectively segmented for targeted marketing activities.
• Measure the effectiveness of improvement and provide management visibility to such improvement.
• Execute Customer Success strategies as directed to encourage customer retention and customer loyalty.
• Follow Customer Success communication procedures, guidelines and policies.