Call center Agent
Job TypeFull Time
Job FieldCustomer Care
Reports to    Team Leader  – Customer excellence

Principle Role

The CSE is responsible for providing professional and quality customer service both internally and externally.  The CSR will be responsible for customer support at the designated touch point.
The CSE must get full understanding of customer’s enquiry and attend to the customer, solving the issue and log it on CMT and all other systems as need be.

If the issue is resolved, the CSE ensures that customer is satisfied and confirms the customers contact details.
If issue can’t be resolved while on call, it is escalated by the CSE to the CE leader and followed up through the proper channels until resolution
Customers should be clearly directed/guided on what to do.

  • Provide one-stop customer support for all MAKL services by responding to customer contacts within defined SLAs
  • Resolving all complaints, concerns and issues in a timely and diplomatic manner. Conduct activities in a professional manner
  • Demonstrate knowledge of MAKL service standards or service level agreements.
  • Demonstrating knowledge of impact of providing professional service to Customers.
  • Understanding the importance and impact of first call resolution (FCR).
  • Working with the CE leader on performance improvement as an individual and with the team as a whole.
  • Ensuring complaints/concerns are resolved or escalated in a timely manner.
  • Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up.
  • Determining when a problem requires action from higher level of authority.
  • Participate in regular team meetings.
  • Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
  • Updating client comments, complaints, reports and compliments on all relevant MAKL Systems.
  • The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of Medical services in order to meet customer needs.
  • Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases.
  • Take full ownership of customer cases that land and handover unresolved cases at end of day
  • Complete Welcome Calls to engage new Customers in customer experience
  • Confirm client information and update on existing database.
  • Enhance customer loyalty and upsell accordingly.
  • Record information on reason for contact – service request, enquiry or complaints.
  • Actively participate n process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.
  • Previous customer service experience, particularly with written forms of customer service.
  • Excellent written communication skills: grammar, sentence structure, and spelling.
  • Computer literate with ability to learn new applications quickly.
  • Positive attitude with proven ability to work well with teams.
  • Strong typing skills.
  • Strong customer service,
  • Previous call center or direct customer-facing experience.
  • Strong understanding of social media channels.
  • Team player with a positive attitude.
  • Able to work under pressure in a fast-paced, high-volume environment.
  • Ability to remain polite with angry and uncooperative customers.
  • Available to work days, nights, and weekends and overtime


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About Medical Administrators (K) Limited (MAKL)

Medical Administrators (K) Limited (MAKL) was founded in 2018 to fill the gap in Health Insurance Administration in Kenya, with a client-focused approach. Our objective is to enhance customer experience, bring in greater efficiency in health insurance administration and claim processing. We believe this will help curb or reduce medical billing related fraud even as we bridge direct relationships amongst insurance providers, healthcare providers and scheme members.