Care Centre-Agent

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
Summary:

The main duty of a CareCentre - Agent 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 CareCentre -
Supervisor and CareCentre - Manager accordingly and comply to provide a
customer-oriented service at all times.

Main Requirements:

• Builds a customer-oriented focus in the CareCentre 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.

Minimum Requirements:

• Bachelors Degree in Medical background.


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