- - Answering questions from staff and providing guidance and feedback.- Keep management informed on issues and problems.- Prepare monthly/annual results and performance reports.- Calls audit for all agents .- Works within the member services team to investigate, consider and resolve customer enquiries received by calls or emails in three languages Arabic, English, French.- Professionally manages inbound and outbound telephone, fax and email correspondence with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communication is maintained at all times.- Handles medical pre-authorization and guarantees of payment requests, and liaise with the case managers when needed.- Triages and prioritize enquiries to ensure that all emails are responded to in a timely manner, and urgent cases take priority.- Handles customer complaint within the scope of the role, and liaise with other department where hand-off is required, retaining ownership until the complaint is resolved.- Escalates complaints beyond level of authority to supervisor/department manager.- Ensures compliance with requirements of regional compliance authority/industry regulator.- Adhere to international local privacy policies, practices and procedures.- Strives to deliver consistently excellent customer service internally and externally.

Obtains client information by answering telephone calls; interviewing clients; verifying informationØ Determines eligibility by comparing client information to requirementsØ Informs clients by explaining procedures; answering questions; providing informationØ Maintains communication equipment by reporting problemsØ Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.Ø Updates job knowledge by studying new product descriptions; participating in educational opportunities