مستشار خدمة العملاء

Job Overview:

The main duty of a Care Centre - Advisor is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service. The CCA will also document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required. The CCA will correspond with Care Centre – Team Leader and Care Centre - Manager accordingly and comply to provide a customer-oriented service at all times.

Key responsibilities/What you do:

•Builds a customer-oriented focus in the Care Centre by providing quality actions and resolutions to their concerns and queries.

•Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.

•Answers inbound calls as well as assist customers who have specific inquiries.

•Builds customer’s interest in the services and products offered by the company.

•Provides personalized customer service of the highest level.

•Updates the existing database with changes and the status of each existing/prospective customer/member.

•Documents details of telephone conversation and actions taken.

•Corresponds with CareCentre - Supervisor and CareCentre - Manager and keep an open channel of communication.

•Maintains records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments.

•Analyzes the various parts of a problem properly and develop logical solutions within the permitted scope of work.

AI READINESS Work effectively in an environment shaped by artificialintelligence (AI), machine learning, data analytics and cloud-based tools,using insights responsibly with our standards of data governance, security and ethical use.

Key requirements/What you bring:

•Bachelors Degree ; Medical background preferred.

•Ideally 2+ years experience in a Call Centre/ Customer Service environment, TPA, Hospitals or Medical Centers exposure is a plus.

•Physically fit to carry out duties.

•Legally permitted to work in the country of operations.

•Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

How we hire
Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

Key benefits/What we offer

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.