Client Relations Officer

Key responsibilities: Handle inquiries received through WhatsApp groups, emails, telephone calls, CRM systems, and other approved communication channels.Provide professional, courteous, and timely responses while maintaining excellent customer service standards.Take ownership of each case from receipt until final resolution, ensuring continuous follow-up.Coordinate medical inquiries with the Medical Approval Team and the Medical Care Unit.Coordinate technical, operational, or administrative inquiries with the relevant internal departments such as Claims, Network, Customer Care, IT, Underwriting, or Operations.Keep clients informed with accurate and timely updates until 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.Support Walaa's commitment to high client satisfaction and service excellence.Education:Bachelor’s degree in business administration, Healthcare Administration, Insurance, Nursing, Pharmacy, or another relevant discipline.Experience: Minimum 2 years of experience in Client Relations, Customer Service, Medical Insurance, Healthcare Operations, or a related field.Personal Attributes / Skills:Excellent verbal and written communication skills in Arabic and English.Strong interpersonal and customer service skills.Professional telephone and email etiquette.Ability to manage multiple inquiries simultaneously.Strong coordination, follow-up, and problem-solving skills.Ability to work under pressure and meet service level expectations.High level of professionalism, accountability, and attention to detail.Proficiency in Microsoft Office and communication platforms.Others:Experience in health insurance and knowledge of medical terminology, eligibility, benefits, provider networks, and pre-authorizations is preferred.