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-task 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 in team leader's 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 the 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 (e.g., 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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