Customer Service Lead Representative

The Customer Service Lead Representative plays a critical role in supporting the delivery of exceptional customer service across member provider client and broker interactions while providing day-to-day operational support within the contact centre This role serves as a senior technical and operational resource managing complex enquiries complaints escalations and service recovery activities while helping ensure service continuity workload visibility and adherence to service standards Working closely with the Customer Service Manager the Customer Service Lead Representative provides floor support operational guidance and knowledge sharing to Customer Service Representatives helping to drive service quality and operational effectiveness This is not a formal people management role and does not include employee performance management disciplinary authority or approval responsibilities

• Investigate and resolve complex customer enquiries complaints appeals and escalated service issues across calls emails and written correspondence
• Act as the primary operational and technical escalation point for cases requiring advanced research coordination policy interpretation or procedural guidance
• Interpret policy provisions benefits procedures and operational requirements to determine appropriate solutions and escalation pathways
• Maintain end-to-end ownership of escalated cases ensuring timely resolution accurate documentation proactive follow-up and clear customer communication
• Support service recovery activities by managing customer expectations coordinating corrective actions and ensuring customer concerns are effectively addressed
• Collaborate with Health Plans Claims Approvals Service Centres Providers IT and other stakeholders to facilitate prompt resolution of customer issues
• Build effective working relationships with internal and external stakeholders while supporting a seamless customer experience
• Monitor service queues pending inventories backlogs ageing cases and service-level risks escalating concerns appropriately to the Customer Service Supervisor
• Support workload coordination and operational prioritisation based on customer impact service commitments and business requirements
• Ensure effective shift handovers through accurate communication of priority cases unresolved issues and operational updates
• Assist with the preparation of operational updates service-level reports escalation summaries workload status reports and risk visibility reporting
• Identify recurring service issues root causes process gaps and customer experience challenges providing recommendations for improvement
• Contribute to knowledge-sharing initiatives onboarding activities refresher training sessions process enhancements and quality improvement programmes
• Support quality assurance reviews compliance activities audits and operational governance requirements
• Maintain accurate customer records and ensure all activities comply with company policies regulatory requirements confidentiality obligations information security standards and data privacy requirements
• Continue supporting core customer service activities during periods of high contact volumes operational peaks and business-critical events
• Provide designated operational support coverage during the absence of the Customer Service Manager while remaining within the role s defined authority limits

• Diploma or Bachelor s degree preferably in Business Administration Healthcare Administration Customer Service Management or a related discipline
• Minimum of 3 to 5 years of experience in customer service member services client services call centre contact centre operations or a related customer support environment
• Demonstrated experience managing complex customer enquiries complaints escalations and service recovery situations
• Experience with in the healthcare insurance industry is strongly preferred experience within insurance managed care banking financial services or third-party administration environments will also be considered
• Strong understanding of contact centre operations service levels escalation management workload prioritisation case ownership and queue management principles
• Proven ability to work independently manage competing priorities and maintain service quality under pressure
• Fluency in written and spoken Arabic and English
• Willingness to work flexible shifts in line with business requirements

• Strong communication skills with the ability to engage…