Job description / Role
Main Tasks:
- Coordinate with different providers to ensure high quality of service.
- Respond inbound and outbound telephone / e-mail Customer / Partners inquiries and ensure call quality monitoring.
- Follow the complaints & escalation management process and log in complaints with action & resolution in the system / tools provided by the company
- Ensure proper system related tasks as creating files and Service Providers updates on the portal
- Record tasks in the productivity file, share with management and ensure reaching the level of productivity assigned
- Follow the internal processes and guidelines to ensure reaching the Operational KPIs (Quantity and Quality) and the attendance KPIs
- Request feedback in relation to the performed tasks and discuss with Team Leader the monthly scorecard results
- Monitor daily activities as per the communicated Service Level Agreement, create reports / statistics / analysis and report any deviation
- Attend training sessions as requested and participate in the departmental activities in accordance with the monthly schedule
- Attend internal meetings related to the job as per the internal requirements
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 several well-known customers 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 organizations (IGOs), non-governmental organizations (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.
Requirements
Minimum Requirements:
- Bachelor's degree is a must
- Fluency in English is mandatory
- Fluency in Arabic (1st), French (2nd) is a plus
- Fluency in typing
- Legally permitted to work in the country of operations.
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!