Alan Care Expert at Alan Sénégal serving as the first point of contact for members to provide support and manage health coverage inquiries. The role includes 80% member support and 20% continuous improvement projects to enhance processes and tools.
Responsibilities
Listen, understand problems and requests from members and provide clear and rapid responses
Support members via phone, chat, and email and manage additional requests as needed
Assist members with their health coverage procedures
Handle complaints with empathy, calm, and professionalism and ensure rigorous follow-up until resolution
Collaborate with medical, technical, and commercial teams to resolve complex situations
Identify and implement improvements in processes
Analyze customer requests to identify and correct main friction points in the product
Contribute to the improvement of tools and knowledge base
