Officer, Customer Support VIP cases ( UAEN)

Daman - National Health Insurance Company; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading healthcare organization is seeking a Customer Service Specialist to manage VIP client complaints effectively. The role includes documenting complaints, investigating issues, and maintaining positive client relationships. The ideal candidate will have a degree in business or a related field and experience in a VIP customer environment, ensuring a high level of discretion and professionalism at all times.

Qualifications

• 2-3 years of experience in customer service focused on handling complex complaints.
• Sound knowledge of the Healthcare or Insurance industry preferred.
• Proven experience in a VIP client environment.

Responsibilities

• Receive and document complaints from VIP clients accurately.
• Investigate complaints and maintain open communication with clients.
• Analyse complaint trends and recommend improvements to management.

Skills

Exceptional communication

Interpersonal skills

Problem-solving

Analytical abilities

CRM tools proficiency

Education

Bachelor's degree in Business administration

Bachelor's degree in Customer service

Job description

Role Purpose

• Receive complaints and concerns from VIP clients through various channels, including phone, email, and in-person.
• Document all complaints, ensuring accurate and detailed records are maintained.
• Conduct a thorough investigation of each complaint, working closely with relevant departments or teams to gather information and insights.
• Maintain a high level of discretion when handling sensitive information related to VIP clients.
• Work proactively to resolve complaints to the satisfaction of VIP clients.
• Implement appropriate solutions, including coordinating with relevant departments to address underlying issues.
• Maintain regular and open communication with VIP clients throughout the complaint resolution process.
• Keep VIP clients informed about the progress of their complaints and estimated resolution times.
• Ensure that all actions and resolutions comply with company policies and industry regulations.
• Safeguard the confidentiality of VIP client information and data.
• Analyse complaint trends and patterns to identify areas for improvement in products, services, or processes.
• Make recommendations to senior management for process enhancements.
• Provide feedback to relevant departments on recurring issues or concerns raised by VIP clients.
• Generate reports on complaint resolution status and key performance indicators.
• Customer Relationship Management:
• Build and maintain positive relationships with VIP clients to enhance their overall experience with the organization.

Key Requirements and Qualifications

• Bachelor's degree in Business administration, Customer service
• 2-3 years of working experience in Customer service with focus on handling complex & critical complaints
• Sound knowledge of Healthcare or Insurance industry preferred
• Proven experience in customer service or complaint resolution, preferably in a VIP or high-touch client environment.
• Flexible to work on critical/urgent issues and complaints after working hours or on weekly off days

Skills and Competencies

• Exceptional communication and interpersonal skills.
• High level of discretion and professionalism.
• Strong problem-solving and analytical abilities.
• Ability to work under pressure and manage difficult situations with composure.
• Proficiency in relevant software and CRM tools.