Immediate Vacancy

MeQrez Health Services is a share company incorporated in October 2020 with the aim of strengthening the health sector of Ethiopia. Its primary focus is to have companies in the health sector to help alleviate the health burden of the country with projects such as General Hospital, Chain of Pharmacies, Imaging & Diagnosis Center, Import and Export of Pharmaceuticals and Medical Consumables. MeQrez at its first phase, have pledged to bring smiles on the faces of ailing customers by providing highest customer care with affordable-cost and high-quality medication in Ethiopia by Ethiopians.

MeQrez is now looking to hire experienced candidates who are visionary to contribute a positive impact in team of MeQrez for a Call Center Representative that will be the liaison between our hospital and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer inquiries, Physician scheduling and customer challenges; keeping customer satisfaction at the core of every decision and behavior. As the voice of the Hospital, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

Major Responsibilities of this role:

• Confer with large volume of customers by telephone to provide information about services of the Hospital, take or enter orders, or obtain details of complaints.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Schedule appointments and maintain and update appointment calendars.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Follow communication scripts and use knowledge of the company’s services to go off-script when necessary.

• Identify customer needs, research issues, resolve complaints, and provide instant solutions.

• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, appointments and confirmations are handled appropriately.

• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.

• Recommend improvements for systems and processes to boost organizational efficiency.

• Perform clerical duties such as typing, proofreading, and sorting mails.

Term of Employment: - Permanent up on satisfactory completion of the probationary period.

Job Requirements

Required skills and qualifications

• Bachelor’s Degree or equivalent in Communications, Marketing from a renowned institution.

• Experience working in a call center or customer-support role.

• Strong active-listening and verbal-communication skills.

• Proficiency in problem-solving.

• Ability to multitask and manage time effectively.

Preferred skills and qualifications

• Expertise in conflict resolution.

• Previous experience in a hospital setup.

• Previous experience in customer service roles.

• Have computer skills.

• Experience in customer sales.

• Ability to speak additional languages such as Afan Oromo, Tigrigna, English, French and Arabic Language.

How to Apply

Closing Date: - Seven consecutive days including Saturday from date of this announcement.

Candidates who fulfill the above minimum requirements can send the application letter, updated curriculum vitae with names and addresses of 3 references and non-returnable copies of credentials in a compiled PDF format to: hr.director@meqrezhealth.com.

Note: –only short-listed candidates will be contacted for subsequent assessment.