Job description / Role
We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer facing brands such as Allianz Care, Nextcare and Medi24.
The International Health line of business provides international health, life and disability insurance and services, reinsurance and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families and students. Our mission is to ensure that customers have access to quality healthcare through our support, care and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment and value for our customer.
Main Tasks :
- 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/providers 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 Care Centre - Supervisor and Care Centre - Manager and keep an open channel of communication.
- Maintains records and close-loop each call by completing the clerical duties, 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
Requirements
Behavioral Requirments :
- Strong negotiation, communication, attention to detail, time management skills.
- Sound knowledge of telephone and email etiquette.
- Ability to work independently and maintain focus under pressure.
- Ability to meet tight deadlines.
- Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
- Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization.
- Ability to follow instructions diligently.
- Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance.
- Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
- Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
- Dependability in taking responsibility for actions taken.
- Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.
Minimium Requirments :
- Bachelors Degree ; Medical background preferred (pharmacist)
- 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus .
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
About the Company
With over 159,000 employees from 172 nationalities across more than 70 countries, we are one of the world's most trusted insurance and asset management companies. We offer a broad range of products and services in property/casualty insurance, life/health insurance, and asset management. We have our largest operational presence in Europe, and our parent company, Allianz SE, is headquartered in Munich, Germany. From jobs in Actuarial, Business and IT to Inhouse Consulting and Investment Management - your opportunities are endless!