Care Advisor - FR/GR & NL IGO

Allianz; Dublin; Presencial; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

Joinimagine is seeking Care Advisors to support customers across multiple languages and act as the first point of contact for clients worldwide, including brokers and medical providers. You will anticipate needs and coordinate interdepartmental work to consistently deliver high-quality service.

In a fast-paced, AI-enabled environment you will respond to queries about cover, claims and hospitalisation, multi-task daily workload, maintain product knowledge, and help the in-house medical team with

Formación

• Experience in a customer-focused role, in an administrative capacity.
• Prior call centre experience would be beneficial.
• Experience working in a pressurised environment with tight deadlines.
• Strong knowledge of Microsoft Office (Excel, Word).
• Data management: handling large volumes of policy and customer data.
• Applicants must be flexible to work within rotating shift patterns.
• Valid EU work permit with the ability to work full time year round.
• Fluency in FR/GR with NL.

Responsabilidades

• Responding to queries regarding cover, claims, hospitalisation, complaints.
• Commit to service standards, including 24-hour turnaround for written communications and target call abandon rate of 2%.
• Multi-tasking of daily assigned workload and ad hoc assignments.
• Develop extensive product knowledge to provide timely and accurate information.
• Assist the in-house medical team in coordinating hospital admissions, evacuations and repatriations.
• Provide outstanding customer service to ensure satisfaction and retention.
• Work in an AI/data/analytics/cloud environment with data governance and ethical use.

Conocimientos

Customer service

Call centre experience

Multitasking

Microsoft Excel

Data management

Communication

Herramientas

Microsoft Word

Descripción del empleo

JOB DETAILS / ROLE PURPOSE

Our Care Advisors support customers in many different languages and are the first point of contact of our clients worldwide (including brokers and medical providers). The Care Advisors must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement.

KEY RESPONSIBILITIES

• Responding to queries regarding cover, claims, hospitalisation, complaints
• Commit to the department`s service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%
• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
• Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
• Assist our in-house medical team in coordinating client`s hospital admissions, evacuations, repatriations and other cases as required
• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
• Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
• 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.

KEY REQUIREMENTS

• Experience in a customer focused role , in a an administrative capacity
• Previous experience in call centre environment would be beneficial
• Experience working in pressurized environment with tight deadlines
• Strong Knowledge of Microsoft Office ( Excel, Word)
• Data Management: Key for handling large volumes of policy and customer data.
• Applicants must be flexible to work within our rotating shift patterns
• Valid EU work permit with the ability to work full time year round
• Fluency in FR/GR with NL