Are you passionate about making a difference in the community? Do you have exceptional communication skills and a knack for building relationships? We are looking for a dedicated Customer Connect Officer to join our dynamic team at Maximus.

As a Customer Connect Officer, you will be the first point of contact for our beneficiaries, providing vital information about our programmes, encouraging attendance, and offering continuous support. This role is crucial in ensuring our beneficiaries receive the assistance they need and stay engaged with our services.

Responsibilities:

• Make initial contact with social beneficiaries to:
• Explain and sell the benefits and impact of our programmes.
• Handle objections and negotiate to ensure beneficiaries understand the benefits and sign up for assessments.
• Complete initial assessments and determine the appropriate beneficiary stream.
• Provide information about the beneficiary portal.
• Confirm additional information, such as disability status within the household.
• Update Maximus systems with beneficiary information during all interactions.
• Handle inbound calls from beneficiaries regarding:
• Programme details.
• Portal usage.
• Application processes.
• Eligibility inquiries.
• Manage in-bound and out-bound calls to:
• Arrange or re-arrange appointments.
• Re-engage beneficiaries with updates.
• Ensure sensitive information is handled confidentially, complying with Maximus policies and procedures.
• Maintain a professional appearance and uphold Maximus values, the Code of Conduct, and ethical standards.
• Collaborate with team members and other departments.
• Foster a culture of continuous learning and innovation.
• Identify opportunities to improve processes and participate in quality improvement training.
• Ensure compliance with Maximus security and privacy policies to protect customer data.
• Follow Health and Safety and Safeguarding Policies.
• Perform additional tasks as required.

Knowledge:

• Bachelor's degree in a relevant subject.
• Tech-savvy with knowledge of CRM systems or similar platforms.
• Bi-lingual fluency in English and Arabic.

Skills:

• Excellent relationship-building skills.
• Superior active listening skills.
• Strong communication skills with the ability to convey information clearly.
• Strong customer service skills.
• Resilience and adaptability.
• Problem-solving and negotiation skills.
• Attention to detail and accuracy in data input.
• Reliable, with a high level of integrity and a strong ethical approach.
• Displays compassion and is passionate about serving the community.

Experience:

• Minimum 2 years’ experience in customer service required.
• Experience working within a contact center is desirable.
• Experience liaising with social beneficiaries is desirable but not essential.

Why Join Us?

At Maximus, we value our team members and the incredible work they do. We offer a supportive and innovative work environment where you can grow your skills and make a real impact. If you're passionate about serving the community and looking for a rewarding role, apply today!