Senior Care Advisor

Job description

JOB DETAILS / ROLE PURPOSE

To anticipate and meet the needs of our external clients worldwide, including Expatriates, Brokers and Medical Providers as well as coordinating interdepartmental work, consistently delivering a high quality service and committing to continuous improvements.

 

 

KEY RESPONSIBILITIES

•              Commit to the department's service standards, including a 24 hours turnaround for all written communication and a target call abandon rate of 2%

•              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 delivering excellent customer service and ensuring customer satisfaction and retention

•              Work within our rotating shift patterns

•              Deputise when required on team leaders absence

•              Complete ad hoc tasks at the request of your Team Leader/Manager

•              Coach and mentor new and less experienced Helpline Officers

•              Train the Helpline team in your specific area of responsibility

•              Participate in Interviews for new recruits

•              Deal with escalation calls and emails

•              Participate in Broker or other visitor meetings in absence of Manager/Team Leader

•              Manage ad hoc projects or support team Leader with same

•              Present on the Helpline Department on the monthly induction days

 

 

 

KEY REQUIREMENTS

•              Experience in a Helpline Officer role

•              Have been involved in mentoring new members of the team

•              Proven ability to take on additional tasks

•              Have demonstrated innovation eg. (process improvements)

•              Strong Knowledge of Microsoft Office (Excel, Word)

•              Completion or progression towards the Diploma in Private Medical Insurance.

•              Customer focused

•              Strong communication (verbal & written)

•              Ability to work effectively within a team environment

•              Honesty and Integrity

•              Ability to work under pressure

61599 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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