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Job description / Role
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The main duty of a Care Center Agent - Motor Unit is to respond to telephone / system notifications and manage the case by following standard protocols and processes, provide a high quality service by assisting customers in case of mechanical breakdowns and/or accidents by dispatching a tow truck and/or a traffic expert to the vehicle and accident's location. The incumbent is also responsible to handle by phone customer's inquiries following standard scripts and procedures; to ensure calls are answered within predetermined time scales and benchmarks and are dealt with properly.
The Care Center Agent - Motor Unit will work closely with the rest of the team and management ensuring that all defined standards are met with excellent customer services standards.
KEY RESPONSIBILITIES
- Manage activities related to the line of business as trained
- Respond to inbound calls according to the formula as trained, following standard script and within predetermined time scales and benchmarks
- Check the policy conditions, verify and confirm the validity of the customer policy
- Identify and document the customers problem(s)
- Allocate a file number (FNOL) to the customer's case and obtain the relevant information in order to manage and follow up the case
- Organize the services the customer is entitled to receive following the conditions and financial limits defined in the policy, by dispatching:
- A traffic expert that will be done automatically by the system or manually following a dynamic list provided by the insurance company
- A tow truck that will be performed as per the agreement between the Insurance company and the towing company
- A garage surveyor or a mobile surveyor for inspection of the damaged vehicle
- Organize, coordinate and supervise the work, which has been allocated to the local suppliers to make sure that the service is delivered properly and on time.
- Call the customer when needed, remain in continuous contact with the customer and ensure that he/she has been dealt with satisfactorily before closing the file
- Ensure accurate data input and update on the system
- Case evaluation activities such as checking policy, eligibility, case creation in the system, follow up ensuring the requested turnaround time and processing of cases and other tasks related to case management are met
- Assist callers on claims process / procedure explaining policy terms and conditions, in case of inquiries
- Follow the complaints and escalation management process and log in complaints with action and resolution in the system / tools provided by the company
- Attend internal meetings related to the job as per the internal requirements; perform special assignments and/or duties as directed by the Care Center Manager
Requirements:
- Bachelor's Degree in any Area
- Experience:1 - 2 years' experience in a Call Centre/ Customer services environment, TPA, Motor Insurance exposure is a plus.
- Flexible to work in different shifts and to follow dynamic schedule as per the business requirements that includes AM/PM & night shifts according to the line of business profile
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
- Proven time management skill, ability to meet tight deadlines
- Excellent customer service and support skills
- A sound knowledge of telephone etiquette
- Motivated and self starter
56096 | Customer Services & Claims | Management | Non-Executive | Allianz Partners | Full-Time | Permanent
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.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.
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!
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