Customer Care Officer

About the role

The Customer Care Officer will act as the primary point of contact for members, providers, brokers, and payers, ensuring that all inquiries and complaints are addressed promptly and professionally. You will work closely with internal teams to maintain high standards of service and support the company’s AI‑driven tools.

Key responsibilities

• Coordinate with payers, providers and members to resolve concerns and queries.
• Handle complaints proactively and meet predefined response timeframes.
• Respond to inbound emails and assist customers with specific inquiries.
• Promote the company’s services and products to customers.
• Maintain and update the customer database with status changes.
• Document all interactions, actions taken, and ensure closed‑loop communication.
• Perform clerical duties such as faxing, paperwork, credit checks and liaison with other departments.
• Analyze problems and develop logical solutions within scope.
• Adjudicate pre‑approval claims exceeding standard turnaround time.
• Issue Guarantee of Payment (GOP) documents as required.
• Utilise AI, machine‑learning and data‑analytics tools responsibly.

Required profile

• Bachelor’s degree, preferably in a medical or paramedical field.
• At least 2 years of experience in a call‑centre or customer‑service environment; experience with TPA hospitals or medical centres is a plus.
• Physically fit and legally permitted to work in the country of operation.
• Fluent in Arabic and English.

Required skills

• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Strong internet navigation and research abilities.

What we offer

• Opportunity to work for a global leader in insurance and assistance.
• Exposure to AI‑enhanced processes and data‑driven decision making.