Team Leader - With Medical Account Experience

Applicants must be willing to work and relocate in Clark, Pampanga
Applicants must be a Filipino citizen or have a relevant residence status
High School Diploma / GED required (College Degree is preferred)
Must have experience in handling a medical account in a contact centre environment
Graduate of a Medical related Course is an advantage
Interpersonal ability, team management, telephone and customer service skills.
Proficient in MS Office applications i.e. word and excel.
Strong verbal and written English is a must. Spoken Arabic or any other foreign language would be an advantage.
Provide on-job training to new joiners and regularly conduct briefings to update the team on necessary operational changes and latest promotions, changes in airline trends, new products and services.
Identify training requirements, maintain records and nominate staff for suitable training, to ensure they are equipped to provide a professional service at all times.
Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined. Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.
Ensure that all customer complaints/discrepancies received are logged and objectively investigated, recommendations are made to line manager or corrective action is taken. Monitor the quality of service delivered in the Unit to ensure customer satisfaction and loyalty.
Answer and resolve escalations from the team handled.
Be involved in the recruitment interviews.
Liaise with Revenue accounts and Revenue payable.
Work with Sales and Accounts team.
Be proficient in back office processes.
Update infospace and Sharepoint for relevant information regarding clients.
Perform sales calls and surveys to existing and new clients and provide necessary reports and action plans as necessary