Firas Essid

1. Customer relations

- Managing requests and advising customers on their healthcare contracts, benefits, reimbursements and all aspects of their contracts (subscriptions, amendments, cancellations, premiums, etc.).

2. Administrative management

- Contracts: registration and cancellation, collection of premiums

- Healthcare services: entry of reimbursements, preparation of estimates, issue of reimbursements...in accordance with internal procedures

- Customer files: updates and modifications (contract, address, bank details, etc.)

3. Customer satisfaction

- Contribute to customer satisfaction through the quality of answers provided, the quality of treatment and your contribution to the achievement of performance indicators.

Handle Client Inquiries: Respond to client inquiries through multiple channels, including phone calls, live chat, and emails, in a timely and professional manner.

Data Collection: Gather all relevant information from clients, including shipment details, timelines, and special requirements, to ensure accurate processing of their requests.

Communication: Act as a liaison between clients and the operational team, ensuring all client needs are clearly communicated and addressed.

Problem-Solving: Assist clients with basic troubleshooting and provide solutions or escalate issues to the appropriate department when necessary.

Customer Satisfaction: Strive to exceed client expectations by delivering exceptional service and maintaining a positive, client-focused attitude.

Provide everyday client support by responding to inquiries by phone and/or digital channels in French and English languages.

Manage and resolve customer complaints to ensure customer satisfaction.

Document all information according to standard operating procedures.

Maintain and improve performance by adhering to standards and guidelines.

Update job knowledge by studying new service descriptions; participating in educational opportunities