Helpline Advisor - Fluent English Speaker (Non-Medical)

About the role

Are you passionate about making a difference in people's lives during their most critical moments? As a Care Advisor based in our Cairo office, you'll be the trusted first point of contact for our diverse, global client base — including individual policyholders, brokers, and medical providers across the world.

Working within a dynamic, multinational team, you'll deliver outstanding service, coordinate complex cases across departments, and leverage cutting-edge AI tools to ensure every interaction is seamless, accurate, and compassionate.

What You'll Do

• Deliver exceptional customer service — Act as the frontline ambassador for our brand, ensuring every client interaction results in satisfaction and long-term retention.
• Meet and exceed service standards — Commit to a 24-hour turnaround on all written communications (including emails)
• Leverage AI-powered tools — Utilize conversational AI systems to efficiently respond to queries regarding cover, claims, hospitalizations, and complaints, ensuring swift and accurate communication.
• Manage a dynamic workload — Multi-task across daily assignments, ad hoc requests, and individual case follow-ups with precision and professionalism (Calls, E-mails & Chat).
• Build expert product knowledge — Develop extensive understanding of our insurance products to provide timely, accurate information to clients worldwide.
• Collaborate across global teams — Work closely with underwriting, claims, medical, and provider network teams across multiple time zones to deliver seamless end-to-end client solutions.
• Maintain accurate case documentation — Record all client interactions, case notes, and outcomes in our systems with attention to detail, supporting audit readiness and continuity of care.

What You Bring

Essential

• Full flexibility to work rotating shift patterns, including nights and weekends
• Bachelor's degree qualification is not required for this role

What We Offer

Our employees are at the heart of everything we do. We recognise that each team member is unique, and we're committed to empowering your professional and personal growth.

• Dynamic & Multinational Environment — Collaborate with colleagues and clients from around the world, right here in Cairo.
• Learning & Development — Access dedicated training programs, including free LinkedIn Learning.
• Competitive Benefits — Performance bonus, comprehensive health insurance, and social insurance in line with Egyptian labour law.
• Flexibility & Balance — Hybrid working model and an open company culture.
• Generous Leave — Annual leave entitlement in accordance with Egyptian labour regulations.

Ready to Make an Impact?

If you thrive in a fast-paced, purpose-driven environment and want to be part of a team that supports people when they need it most — we'd love to hear from you.

Apply now and join us in delivering world-class care, everywhere.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of gender, religion, disability, or background.