Customer Service Representative

Position Overview:

As a Customer Service Representative at Mentor Health, you will be the empathetic voice and guiding hand that connects individuals and organizations to healthcare solutions in Pakistan. This role isn’t just about answering questions; it’s about making healthcare more accessible, more understandable, and more personal. You’ll be the frontline advocate for our users, ensuring their experiences are seamless and their concerns are addressed promptly.

Key Responsibilities:

1. Customer Support: Provide exceptional customer service through various channels (phone, email, chat, etc.) by addressing inquiries, resolving issues, and offering guidance on Mentor Health services.
2. User Education: Educate users on the features and benefits of Mentor Health, helping them navigate the platform and maximize its value.
3. Issue Resolution: Investigate and resolve customer complaints and concerns promptly and professionally, escalating issues as necessary.
4. Feedback Collection: Gather user feedback and insights, conveying valuable input to the relevant teams to enhance our services continually.
5. Documentation: Maintain accurate and comprehensive records of customer interactions and transactions.
6. Product Knowledge: Stay up-to-date with Mentor Health’s offerings, services, and updates to provide accurate information to users.
7. Team Collaboration: Collaborate with cross-functional teams to address complex customer issues and improve user experience.

Qualifications:

1. Education: Bachelor’s degree or equivalent experience.
2. Customer Service Experience: Previous experience in a customer service role is preferred but not required.
3. Communication Skills: Excellent verbal and written communication skills in English and Urdu.
4. Empathy: Strong empathy and active listening skills to understand and address customer needs.
5. Problem-Solving: Effective problem-solving abilities and the capacity to handle challenging situations with a calm and professional demeanor.
6. Tech-Savvy: Comfortable using digital communication tools and platforms.
7. Positive Attitude: A positive and patient attitude to create a welcoming and helpful environment for users.
8. Team Player: Ability to work collaboratively within a team and across departments.
9. Passion: A passion for delivering exceptional customer experiences and improving healthcare accessibility.