Customer Care Advisor

Job description / Role

What you do

Our care advisors support customers in many different languages and are the first point of contact of our clients worldwide (including brokers and medical providers). The care advisors must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement.

Your key responsibilities:

• Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
• Commit to the department's service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%
• Implement AI tools to adhere to the department's service standards
• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
• Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
• Assist our in-house medical team in coordinating clients' hospital admissions, evacuations, repatriations and other cases as required
• Utilize conversational AI systems to efficiently respond to queries regarding cover, claims, hospitalizations, and complaints, ensuring swift and accurate communication

What you bring:

• Medical background is a plus
• Experience in a customer facing role is a must
• Previous experience in call centre environment would be beneficial
• Experience working in pressurized environment with tight deadlines
• Strong knowledge of Microsoft Office (Excel, Word)
• Applicants must be flexible to work within our rotating shift patterns
• High level of fluency in German and English is a must
• Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends

What we offer:

Our employees play an integral part of our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being part of their journey. We are there to empower you and your professional and personal goals and for that reason here are some of our benefits:

• Dynamic and multinational working environment
• Trainings and programs dedicated to learning and development (e.g. free access to LinkedIn Learning)
• A wide range of employee benefits such as performance bonus, health insurance
• Open company culture, flexibility of working hours, giving you a hybrid working environment
• Modern offices

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!