Vezeeta is the leading Digital Healthcare Platform in Middle East and Africa that is transforming healthcare accessibility across the region. Having served to date more than 10 Million patients across 78 cities in 6 countries through cutting-edge digital solutions, we empower patients throughout the entirety of their healthcare journey allowing them to access the quality care they deserve.

Our organization is quickly growing, generating demanding roles for like-minded, forward-thinking individuals - with plenty of room for professional and personal growth. If you think you share our belief in redirecting possible healthcare pains into productive tech-enabled solutions, and can add to our positive culture, we’d love to hear from you.

 

Responsibilities

 

  • Provide Direct Customer Support for the Non-Medical inquiries through various channels.
  • Investigate and resolve customer complaints and queries – particularly the escalated ones.
  • Ensuring that all consumers are satisfied which may require taking calls and/or escalated supervisor calls.
  • Act as the first point of contact for CPA cases (Consumer Protection Agency in Egypt) and report all cases to Operations Manager
  • Monitor calls/tickets either live or saved and provide feedback. [chats to be introduced soon]
  • Handle a limited number of Calls, by self, on weekly basis, to get Patients’ insights and vibes about the Experience and spot any weakness in operations
  • Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to the Cases’ SLA.
  • Answering agent questions regarding best practices or difficult calls and providing knowledge or solutions.
  • Motivate and encourage the team through positivity by using chats, competitions, communication that align with Vezeeta Values and mission.
  • Ensuring agents understand and comply with all call center objectives, performance standards, documentation procedures, and policies.
  • Monitoring and evaluating agent performance (Quality of Calls), providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Conduct coaching sessions and 1:1s in an organized manner.
  • Craft tailored development plans for each member.
  • Train and coach newcomers, and provide the required training sessions for existing employees frequently.
  • Responsible for the Service Level during Public Holidays and special occasion
  • Monitor adherence and conformance to shifts and schedules.

Requirements

  • Minimum 4 years experience in a call center environment.
  • Bachelor’s Degree.
  • Ability to work up to 48 hours weekly (options to work extra days to cover shortages or emergency cases including weekends, if needed) [Online Pharmacy operates 24x7]
  • Proficiency with technology, especially applications (Excel, Word, and PowerPoint), software applications, and phone systems.
  • Awareness of Salesforce is a plus.
  • Excellent communication skills in both Arabic/English languages
  • Energetic and motivating individual
  • Ability to deal with demanding Patients and escalations
  • Strong coaching and people-development skills through call listening, quality feedback
  • Awareness of voice and non-voice KPIs.
  • Creative thinking
  • Excellent problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Benefits

At Vezeeta, we trust in the power of freedom, creativity, and flexibility, and strive to build an environment that allows you to be your best self.

 

  • Health and Wellness

We offer a variety of comprehensive plans covering medical and dental needs for you and your family. An active lifestyle is a healthy life, and so we offer a number of virtual yoga, CrossFit, and meditative sessions to ensure your well-being.

  • Flexible Hours

We are not a 9-5 company. Neither do we follow a traditional annual holiday policy. We believe in working smarter, not harder, and allowing employees to take time off, whenever and as much as they need.

  • Productive Workspaces

All Vezeeta offices are designed with the team in mind, with many collaborative break-out spaces, with snack and coffee rooms functioning 24/7. You also have the freedom to stream your own music right at your workstation and work accompanied by your favorite tunes!

  • Growth Opportunities

At Vezeeta, you’ll find an environment and structure that prioritizes your personal and professional ambitions to keep employee excellence rising. We offer a number of learning and development programs, along with performance reviews to ensure you achieve your best.

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