Applicants must be willing to work and relocate to Clark, Pampanga.
Applicants must be a Filipino citizen or have a relevant residence status
Bachelor’s Degree in a relevant nursing and allied medicine field
Clinical medical experience is an advantage
Demonstrate excellence in customer service by achieving specified performance standards
Have a positive attitude to delivering excellence in customer service in a contact centre environment and dealing with colleagues within and outside his department
Adhere to set work schedules to ensure correct staffing levels at the department are maintained
Have a mature attitude coupled with high degree of work ethic
Have an enthusiastic and confident telephone manner with a ‘smile in the voice’
Be self-motivated and able to apply initiative to solve problems
Be effective in a team-based environment and supportive of team objectives
Communicate information effectively in a friendly and supportive manner
Show the ability and willingness to undertake intensive training in complex products
Must be willing to work on shifting schedule.
Must be willing to work on holidays and weekends.
Responsible for answering Emirates Medical Services calls and emails from Emirates senior management, pilots, cabin crews and their eligible dependents.
Handle medical and dental booking appointments, follow administrative processes and GCAA requirements for licensed flying crew
Keep and manage medical records with utmost confidentiality
Receive EAP cases, triage and book appointments following administrative processes.
Receive and handle emergency calls coming to the Medical Hotline.
Handle and triage as necessary the cases coming from the Medical Advise line.
Achieve individual Key Performance Indicators (KPIs) to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour.
Provide customers with specific and accurate product and service information to maintain quality service provision for all accounts
Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers
Have the capability to work on different accounts on a simultaneous basis to enhance overall productivity
Achieve or surpass a set call Quality score on a weekly and monthly basis which will involve having calls recorded and assessed by a Quality officer / Team Leader
Stay fully knowledgeable on all aspects of each assigned account/s. Subject matters include but are not limited to revised Standard Operating Procedures, Work Instructions, etc
