Helpline Care Advisor | Dubai, UAE

Allianz; Dubai; Hybrid; AED 60,000 - 120,000; Full time

Job summary

Allianz seeks a Customer Service Representative in Dubai to manage client interactions and ensure high-quality service. Responsibilities include responding to inquiries, resolving complaints, and working on rotating shifts. Candidates should have excellent English communication skills, a medical background is preferred, and experience in customer service and technical proficiency is beneficial. The role offers opportunities for professional development in a supportive environment.

Benefits

Professional development programs

Work Well programs for health and wellbeing

Qualifications

• Must possess excellent verbal and written communication skills in English.
• Proven experience in delivering excellent customer service.
• Flexible availability for a 24/7 operational setting.

Responsibilities

• Act as the main point of contact for clients.
• Respond to client queries through email within service level agreements.
• Proactively handle client complaints, ensuring satisfaction.

Skills

Fluent English

Customer Service Experience

Technical Proficiency

Adaptability

Ability to Work Under Pressure

Education

Medical Background (Nurses or Pharmacists preferred)

Tools

Microsoft Office

Job description

• Act as the main point of contact for clients worldwide, such as expatriates, brokers, and medical providers, while managing large amounts of inbound and outbound calls in a timely manner.
  Responsible for delivering outstanding and quality customer service and ensuring promises are delivered to clients on time;
• Work on rotating shift patterns (24/7).
  Respond to client queries and requests through email within 24-hour service level agreements.
• Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients.
• Proactive in handling client complaints and ensuring customer satisfaction and retention.
• Committed to the Helpline Department's service standards, including the company's procedures in relation to anti-corruption, fraud, and data protection.
• Assist our in-house Medical Services Team in coordinating clients' hospital admissions, evacuations, repatriations, and other cases as required.
• Build positive and professional working relationships with internal clients, e.g., Global Helpline, Claims, Medical Services,
• Sales & Client Relations Team, Policy Management Team, and Medical Providers Management Team.
• Ability to adapt and quickly learn the technical aspects of the job and offer system solutions or workarounds where possible.
• Meet daily, monthly, or quarterly performance targets and outputs despite challenges and ad hoc assignments.
• Ability to take action and complete ad hoc tasks at the request of the team leader, supervisor, or manager.
• Participate in coaching and mentoring new team members where appropriate, and act as a new starter buddy if required.
• Participate in the enhancement of workflows and procedures, presentations, client visits, and visitor meeting

What you do

• Act as the main point of contact for clients worldwide, such as expatriates, brokers, and medical providers, while managing large amounts of inbound and outbound calls in a timely manner.
  Responsible for delivering outstanding and quality customer service and ensuring promises are delivered to clients on time;
• Work on rotating shift patterns (24/7).
  Respond to client queries and requests through email within 24-hour service level agreements.
• Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients.
• Proactive in handling client complaints and ensuring customer satisfaction and retention.
• Committed to the Helpline Department's service standards, including the company's procedures in relation to anti-corruption, fraud, and data protection.
• Assist our in-house Medical Services Team in coordinating clients' hospital admissions, evacuations, repatriations, and other cases as required.
• Build positive and professional working relationships with internal clients, e.g., Global Helpline, Claims, Medical Services,
• Sales & Client Relations Team, Policy Management Team, and Medical Providers Management Team.
• Ability to adapt and quickly learn the technical aspects of the job and offer system solutions or workarounds where possible.
• Meet daily, monthly, or quarterly performance targets and outputs despite challenges and ad hoc assignments.
• Ability to take action and complete ad hoc tasks at the request of the team leader, supervisor, or manager.
• Participate in coaching and mentoring new team members where appropriate, and act as a new starter buddy if required.
• Participate in the enhancement of workflows and procedures, presentations, client visits, and visitor meeting

What you bring

• Fluent English Speaker. Must possess excellent verbal and written communication skills in English.
  Medical Background.
• Educational or professional background in healthcare - qualified Nurses or Pharmacists preferred.
• Customer Service Experience. Proven experience in delivering excellent customer service.
• Experience in the insurance industry is an advantage but not required.
• 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

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged.Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

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76308 | Customer Services & Claims | Professional | PG07 | Allianz Partners | Full-Time | Permanent

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.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.

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