Senior Care Advisor

Job Description/ What you do:

▪ Act as the main point of contact for clients worldwide, including expatriates, brokers, and medical providers, while managing high volumes of inbound and outbound calls in a timely manner.

•Deliver outstanding and high-quality customer service, ensuring commitments to clients are met on time; work on rotating 24/7 shift patterns.

•Respond to client queries and requests via email within 24-hour service level agreements (SLAs).

•Develop extensive product knowledge to provide accurate and timely information to clients.

•Handle client complaints proactively, ensuring customer satisfaction and retention. •Adhere to Helpline Department service standards and company procedures related to anti-corruption, fraud, and data protection.

•Manage daily workload, including multi-tasking ad hoc assignments, escalations, and follow-ups on individual cases.

•Meet daily, monthly, and quarterly performance targets despite challenges, escalations, and additional assignments.

•Lead by example in performance, technical skills, and behavioral competencies; deputize during Team Leader absences.

•Complete ad hoc tasks as requested by Team Leader, Supervisor, or Manager.

•Coach and mentor new and junior Helpline Care Advisors; provide training in specific areas of responsibility.

•Handle escalation calls and emails, including assignment of emails; participate in broker or visitor meetings when Team Leader is absent.

•Manage adhoc projects or support Team Leader with initiatives, innovations, and process enhancements.

•Deliver topic presentations on a weekly or monthly basis; initiate and complete new processes and projects.

•Maintain records of excellent work quality and positive feedback from internal and external clients.

•Work within rotating shift patterns with no record of lateness or excessive sick leave.

Job Requirements / What you have:

▪ Fluent in French, Arabic, and English. Must demonstrate excellent verbal and written communication skills in all 3 languages.

▪ Customer Service Experience. Proven experience in delivering excellent customer service. Experience in the insurance industry. Ability to work in a pressurized environment and produce accurate work within service level agreements.

▪ Ability to Work Under Pressure. Capable of performing accurately and efficiently in high-pressure environments, while meeting established Service Level Agreements (SLAs).

▪ Flexible Availability. Willingness to work in a 24/7 operational setting, including weekends and public holidays.

▪ Technical Proficiency. Strong adaptability and familiarity with various digital platforms and systems, including Microsoft Office (Word, Excel, PowerPoint, Access), Microsoft Outlook, General internet research and application navigation skills.

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Great to have you on board.

Let's care for tomorrow.