Client Relations Officer

About the role

The Client Relations Officer will serve as the primary point of contact for customers, handling inquiries across multiple communication channels. This role ensures timely, courteous, and professional responses while coordinating with internal teams to resolve issues efficiently.

Key responsibilities

• Handle inquiries received through WhatsApp groups, emails, telephone calls, CRM systems, and other approved channels.
• Provide professional, courteous, and timely responses while maintaining high customer service standards.
• Take ownership of each case from receipt to final resolution, ensuring continuous follow‑up.
• Coordinate medical inquiries with the Medical Approval Team and Medical Care Unit.
• Coordinate technical, operational, or administrative inquiries with relevant internal departments such as Claims, Network, Customer Care, IT, Underwriting, or Operations.
• Keep clients informed with accurate and timely updates until case closure.
• Escalate urgent or complex cases appropriately.
• Maintain complete documentation of communications and actions taken.
• Protect confidentiality and comply with company policies and regulatory requirements.
• Identify recurring issues and recommend service improvements.

Required profile

• Bachelor’s degree in Business Administration, Healthcare Administration, Insurance, Nursing, Pharmacy, or a related discipline.
• Minimum 2 years of experience in client relations, customer service, medical insurance, healthcare operations, or a related field.
• Excellent verbal and written communication skills in Arabic and English.
• Strong interpersonal, coordination, follow‑up, and problem‑solving abilities.
• Ability to manage multiple inquiries simultaneously and work under pressure.
• High level of professionalism, accountability, and attention to detail.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM systems.
• Familiarity with communication platforms (e.g., email, WhatsApp).