care centre agent - Medical background

The main duty of a Contact Centre Agent is to respond to communication inquiries / complaints raised by Stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. Contact Centre Agent will correspond with Care Centre Management accordingly and comply to provide a customer-oriented service at all times.

Key responsibilities/What you do:

• Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & authorization over Phone.
• Responding to queries regarding cover, claims, hospitalization, complaints
• Commit to the department`s service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS.
• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases.
• Develop extensive and sound product knowledge to provide timely and accurate information to our clients.
•  Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention.
• Use AI-driven training platforms to develop extensive and sound product knowledge, enabling timely and accurate information provision to clients.
• Employ AI analytics to track and enhance customer service performance, ensuring customer satisfaction and retention through personalized and efficient service.

KEY REQUIREMENTS/ what you bring:

• Medical background is preferred.
•   0 - 3 years of experience.
• Experience in a customer facing role is beneficial.
•  Previous experience in Call Centre environment would be beneficial.
• Experience working in pressurized environment with tight deadlines.
• Strong Knowledge of Microsoft Office (Excel, Word)
• High level of fluency in English is a must.
• Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.
• Experience working in pressurized environments with tight deadlines, with the ability to leverage AI tools to manage workload efficiently.

KEY REQUIREMENTS/ what you bring:

• Medical background is preferred.
•   0 - 3 years of experience.
• Experience in a customer facing role is beneficial.
•  Previous experience in Call Centre environment would be beneficial.
• Experience working in pressurized environment with tight deadlines.
• Strong Knowledge of Microsoft Office (Excel, Word)
• High level of fluency in English is a must.
• Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.
• Experience working in pressurized environments with tight deadlines, with the ability to leverage AI tools to manage workload efficiently.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and ambitions, and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Allianz Group is one of the most trusted insurance and asset   management companies in the world. Caring for our employees, their ambitions,   dreams and challenges, is what makes us a unique employer. Together we can   build an environment where everyone feels empowered and has the confidence to   explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a   more prosperous world, and we are dedicated to consistently advocating for   equal opportunities for all. And the foundation for this is our inclusive   workplace, where people and performance both matter, and nurtures a culture   grounded in integrity, fairness, inclusion and trust.

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.