Mitera Health Limited (RC 1190295) is a technology-driven healthcare organization. We provide flexible, affordable and accessible health insurance plans to meet the needs of Nigerians with guaranteed access to qualitative healthcare.
We are recruiting to fill the position below:
Job Title: Call Centre Officer
Location: Nigeria
Employment Type: Full-time
Job Summary
- Call Centre Officers are the voice of Mitera Health HMO, providing crucial 24/7 support to our members and prospects.
- This role is central to ensuring member satisfaction by handling inquiries, resolving issues, and providing accurate information about policies, benefits, and provider networks with empathy and efficiency.
Key Responsibilities
- Answer incoming calls, emails, and chat messages from members and potential members in a professional, courteous, and timely manner.
- Provide accurate and comprehensive information regarding HMO policies, plans, benefits, and eligibility criteria.
- Document all member interactions and resolutions accurately in the CRM system.
- Educate members on healthcare best practices and promote wellness through health tips and advice.
- Maintain a high level of product knowledge and stay updated on all new policies, procedures, and system enhancements.
- Ensure compliance with all data privacy (e.g., NDPR ) and customer service regulations.
- Issue authorization codes to be approved by a higher authority, all within one hour time limit.
- Assist members with queries related to their membership, card accounts, and policy details.
- Guide members in utilizing the Mapp mobile application’s features, including accessing EDS, finding providers, and understanding benefits listings.
- Resolve member complaints and issues efficiently, escalating complex cases to senior officers or relevant departments when necessary.
Qualifications
- Bachelor’s degree or HND in a relevant field.
- Proven experience (1-3 years) in a call center, customer service, or support role, preferably in the healthcare, insurance, or telecommunications industry
- Proficiency in using CRM software and other call center technologies.
- Nursing/Midwifery or health qualifications required.
- Ability to work flexible hours, including shifts, weekends, and holidays, to support 24/7 operations.
- Fluency in English (additional languages a plus).
- Exceptional verbal and written communication skills with a clear and professional phone etiquette.
- Strong active listening and problem-solving abilities.
- High level of empathy and patience, with the ability to handle challenging customer interactions gracefully.
How to Apply
Interested and qualified candidates should send their Cover letter to: [email protected] using the Job Title as the subject of the mail
Application Deadline 22nd October, 2025.
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