Care Advisor

Nextcare; Dubai; On-site; AED 56,000 - 89,000; Full time

Job summary

Allianz Partners is seeking a flexible and customer-focused Helpline Care Advisor to manage high volumes of inbound and outbound inquiries in a 24/7 setting. You will develop product knowledge, respond to client queries within SLAs, and handle escalations while maintaining data governance and security standards.

You will work in a dynamic AI-enabled environment, coordinating with brokers, expatriates, and medical providers to ensure exceptional service and client retention across multiple

Qualifications

• Fluent in French, Arabic, and English with excellent verbal and written skills in all three languages.
• Experience delivering high-quality customer service, preferably in the insurance industry.
• Willingness to work in a 24/7 operational setting, including weekends and public holidays.
• Ability to work under pressure and meet SLA targets.

Responsibilities

• Act as the main point of contact for clients worldwide via calls and emails.
• Deliver outstanding customer service and ensure commitments are met on time.
• Respond to queries within 24-hour SLAs.
• Handle escalations and mentor junior Care Advisors.
• Coach and train new team members and support leaders as needed.
• Participate in broker or visitor meetings when Team Leader is absent.

Skills

Multilingual communication

Customer service excellence

Under pressure performance

SLA adherence

Team collaboration

Tech proficiency

Tools

Microsoft Office

Job description

Job Description:

Job Description/ What You Do

• Act as the main point of contact for clients worldwide, including expatriates, brokers, and medical providers, while managing high volumes of inbound and outbound calls in a timely manner.
• Deliver outstanding and high-quality customer service, ensuring commitments to clients are met on time; work on rotating 24/7 shift patterns.
• Respond to client queries and requests via email within 24-hour service level agreements (SLAs).
• Develop extensive product knowledge to provide accurate and timely information to clients.
• Handle client complaints proactively, ensuring customer satisfaction and retention.
• Adhere to Helpline Department service standards and company procedures related to anti-corruption, fraud, and data protection.
• Manage daily workload, including multi-tasking ad hoc assignments, escalations, and follow-ups on individual cases.
• Meet daily, monthly, and quarterly performance targets despite challenges, escalations, and additional assignments.
• Lead by example in performance, technical skills, and behavioral competencies; deputize during Team Leader absences.
• Complete ad hoc tasks as requested by Team Leader, Supervisor, or Manager.
• Coach and mentor new and junior Helpline Care Advisors; provide training in specific areas of responsibility.
• Handle escalation calls and emails, including assignment of emails; participate in broker or visitor meetings when Team Leader is absent.
• Manage adhoc projects or support Team Leader with initiatives, innovations, and process enhancements.
• Deliver topic presentations on a weekly or monthly basis; initiate and complete new processes and projects.
• Maintain records of excellent work quality and positive feedback from internal and external clients.
• Work within rotating shift patterns with no record of lateness or excessive sick leave.

At Allianz Partners, Artificial Intelligence (AI) is transforming service delivery and innovation. By leveraging Business Intelligence and Data Analytics, we enhance strategic decision-making and customer experiences. Our commitment to Ethical AI ensures responsible deployment, maintaining data integrity and trust. Conversational AI improves communication, while Emerging Technologies and Generative AI drive industry leadership and new opportunities. With robust Information Security Management, we protect sensitive information, ensuring compliance and security. Embrace the future of AI with Allianz Partners, where possibilities become realities.

What You Bring

• Fluent in French, Arabic, and English. Must demonstrate excellent verbal and written communication skills in all 3 languages.
• Customer Service Experience. Proven experience in delivering excellent customer service. Experience in the insurance industry. Ability to work in a pressurized environment and produce accurate work within service level agreements.
• Ability to Work Under Pressure. Capable of performing accurately and efficiently in high-pressure environments, while meeting established Service Level Agreements (SLAs).
• Flexible Availability. Willingness to work in a 24/7 operational setting, including weekends and public holidays.
• Technical Proficiency. Strong adaptability and familiarity with various digital platforms and systems, including Microsoft Office (Word, Excel, PowerPoint, Access), Microsoft Outlook, General internet research and application navigation skills.

• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

How We Hire

Agency Statement

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

What We Offer

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world Great to have you on board.

Let's care for tomorrow.