Zuri Health is a virtual hospital and digital healthcare platform that provides accessible and affordable medical services across Sub-Saharan Africa. We Are Hiring!
CUSTOMER CARE AGENT
Location: Nairobi, Kenya
Employment Type: Full-Time
About the Role
We are seeking a customer-focused and proactive Customer Care Agent to join our growing telemedicine team. The successful candidate will be responsible for providing exceptional support to patients, handling inquiries, coordinating appointments, and ensuring a seamless customer experience across all communication channels.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, WhatsApp, live chat, and social media platforms.
- Assist patients in booking, rescheduling, and cancelling medical appointments.
- Guide customers on the use of telemedicine services and digital healthcare platforms.
- Resolve customer complaints and concerns efficiently while maintaining a high level of customer satisfaction.
- Escalate complex medical or technical issues to the relevant departments.
- Maintain accurate customer records and update information in the CRM system.
- Follow up with patients to ensure service satisfaction and continuity of care.
- Support customer retention initiatives and promote available healthcare services where appropriate.
- Adhere to company policies, data privacy regulations, and confidentiality requirements.
Qualifications and Requirements
- Diploma or Bachelor's Degree in Customer Service, Business Administration, Communication, Healthcare Administration, or a related field.
- Minimum of 1-2 years of experience in customer service, call center operations, healthcare, insurance, or a related role.
- Excellent verbal and written communication skills.
- Strong interpersonal and problem-solving abilities.
- Proficiency in Microsoft Office Suite and CRM systems.
- Ability to multitask and work in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Experience in telemedicine, healthcare, or health insurance will be an added advantage
Key Competencies
- Customer-centric mindset
- Empathy and professionalism
- Active listening skills
- Conflict resolution
- Time management
- Teamwork and collaboration
- Adaptability and resilience
What We Offer
- Competitive salary and benefits package.
- Opportunity to work in a fast-growing healthcare technology environment.
- Professional development and career growth opportunities.
- Opportunity to make a meaningful impact on patient care and healthcare accessibility.
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