Care Advisor - German

Allianz; Dublin; On-site; EUR 34,000 - 52,000; Full time

Job summary

Allianz is seeking Care Advisors to support customers in multiple languages and serve as the first point of contact for clients worldwide. You will coordinate across departments, respond to queries about cover, claims and hospitalisation, and strive to deliver high-quality service with continuous improvement.

In this role you will develop product knowledge, assist in coordinating hospital admissions and evacuations, and maintain data accuracy while working in an environment using AI and

Qualifications

• Experience in a customer focused role.
• Previous call centre experience is beneficial.
• Ability to work under pressure with tight deadlines.
• Fluency in English and German.
• Flexible to rotating shifts including nights and weekends.
• Valid EU work permit and full-time year-round eligibility.

Responsibilities

• Responding to queries regarding cover, claims, hospitalisation and complaints.
• Commit to service standards with a 24 hour turnaround for written communications.
• Multitask daily workload and ad hoc follow-ups on cases.
• Develop extensive product knowledge to provide timely information.
• Assist medical team with coordinating hospital admissions, evacuations and repatriations.
• Provide outstanding customer service to ensure satisfaction and retention.
• Data management and handling large volumes of policy and customer data.
• Work with AI, machine learning, data analytics and cloud tools within data governance standards.

Skills

Customer service

Administrative work

Communication

Tools

Microsoft Office

Excel

Word

Job description

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
• Data Management: Key for handling large volumes of policy and customer data.
• 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)
• 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 English and German

*Must be fully flexible to work rotating shift patterns including shift work, nights and weekends

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