Helpline Care Advisor with French

NEXTCARE Claims Management LLC; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

A leading claims management company in Dubai is seeking a Helpline Care Advisor fluent in French, Arabic, and English. This role involves managing client communications, providing high-quality service, and supporting the medical team with admissions. Ideal candidates have proven customer service experience and can perform well under pressure. Flexible availability for a 24/7 operational environment is required.

Qualifications

• Fluent in French, Arabic, and English with excellent communication skills.
• Proven customer service experience and insurance knowledge.
• Ability to perform under pressure meeting SLAs.

Responsibilities

• Act as the main point of contact for clients worldwide.
• Deliver exceptional customer service while managing high call volumes.
• Respond to client queries within 24-hour SLAs.
• Assist the medical team with hospital admissions and other cases.

Skills

Fluent in French (Moroccan, Algerian, and Tunisian Accents)

Arabic

English

Customer Service Experience

Ability to Work Under Pressure

Technical Proficiency with Microsoft Office

Job description

Overview

Helpline Care Advisor with French

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.
• Assist the in-house medical team in coordinating hospital admissions, evacuations, repatriations, and other cases as required.
• 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 ad hoc 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.

What you bring

• This specific role requirement is for the Morocco Ministry of Foreign Affairs.
• Fluent in French (Moroccan, Algerian, and Tunisian Accents only) 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.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.