Senior Medical Customer Service Officer

A senior medical customer service role at MedNet Egypt handling high-volume phone, chat and email inquiries and complaints, with mentoring duties for junior staff. It is an on-site full-time position in Cairo requiring a medical degree, 2–3 years of customer service experience, and flexible shift availability.

• Handle inbound customer inquiries, requests, and complaints by phone, chat, and email
• Make outbound follow-up, clarification, courtesy, satisfaction, and campaign calls
• Analyse and resolve complex customer issues using systems, tools, and knowledge base
• Escalate complex issues to seniors or relevant departments
• Mentor and guide junior team members and new joiners
• Support training and onboarding of new team members
• Handle escalated complaints with proper follow-up and resolution
• Document feedback and escalated cases, and support quality assurance and process improvement

• Bachelor’s degree in medical education
• 2–3 years’ customer service experience, preferably in a contact center
• Excellent English verbal and written communication
• Strong problem-solving and critical thinking skills
• Ability to handle high call volumes under pressure
• Proficiency with customer service software and tools
• Computer literacy
• Flexible shift availability including evenings, overnight, weekends, and holidays

Expert and reliable managed care services to the benefit of all stakeholders in healthcare – from patients to healthcare providers and health insurance companies – that’s what MedNet delivers. At the center of our business model is the insured member: by cooperating with health insurers and selecting, monitoring and supporting clinics and medical doctors, MedNet ensures that patients receive excellent service and the best care possible.