• Receiving, dispatching and replying to phone calls and mails within agreed time scales and according to call center procedure.


• Assisting clients as necessary by taking actions to provide high level services according to their needs while always striving to exceed their expectations.


• Collecting all the information needed from the beneficiary and creating files on the system.


• Following up with the client/ beneficiary/ Service Providers/Network Providers for the needed documents.


• Advising beneficiaries on benefits and services available.


• Analysing files and informing the expert that new cases are available when applicable.


• Sending reports to the Unit managers when needed.


• Preparing and sending the approved guarantee of payment to Service Providers/Network Providers
• Updating the beneficiary/ client about the file status.


• Following up on the files and updating the system continuously.


• Working in a team environment to ensure proper case handling.


• Ensuring the application of all the quality requirements.


• Executing any job related task requested by the Unit Manager, Senior Assistance Coordinator / Operations Manager
• Ensuring proper communication with all departments to maintain suitable work environment.