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Care Center Agent

2 months ago

Dubai, United Arab Emirates Allianz Partners Full time

MAIN TASKS
• Builds acustomer-oriented focus in the Care Centre by providing qualityactions and resolutions to their concerns andqueries.
• Follows communication/updateexpectations with clients, in accordance with the Nextcarepolicies, scheme or agreed time frames set.
•Answers inbound calls as well as assist customers/providers whohave specific inquiries.
• Buildscustomer’s interest in the services and products offeredby the company.
• Provides personalized customerservice of the highest level.
• Updates theexisting database with changes and the status of eachexisting/prospective customer/member.
•Documents details of telephone conversation and actionstaken.
• Corresponds with Care Centre– Team Leader and Care Centre – AssistantManager and keep an open channel ofcommunication.
• Maintains records andclose-loop each call by completing the clerical duties, as well asliaising with other departments.
• Analyzes thevarious parts of a problem properly and develop logical solutionswithin the permitted scope of work.

BehavioralRequirements
• Strong negotiation,communication, attention to detail, time managementskills.
• Sound knowledge of telephoneetiquette.
• Ability to work independently andmaintain focus under pressure.
• Ability to meettight deadlines.
• Ability to work well as partof a team- to exhibit objectivity and be open-minded towards theideas and views of others, give as well as welcome feedback,contribute to building team spirit, aid others tosucceed.
• Ability to comprehend, capture aswell as interpret basic customer information, besides upholding thevalues of the organization.
• Ability to followinstructions diligently.
• Ability to managedifficult customer situations, to respond promptly to the needs ofthe customer, solicit feedback to improve service, respond torequest for service/assistance.
• Ability toadapt to change, meet the changing demands of the work environment,any delays or other unexpected demands.
•Ability to treat people with respect under all circumstances,instill trust in others besides upholding the values of theorganization
• Dependability in takingresponsibility for actions taken.
• Flexible toaccommodate changes/addition to duties, make efficient use ofresources, and availability as per companyrequirements.
• Proven time managementskills.
• Excellent customer service and supportskills.
• Flexible and ability to work shift.

BEHAVIORALCOMPETENCY

Customer & MarketExcellence:
• Strive for excellence at everytouch point with the customer
• Fosterstate-of-art technical/operational knowledge and strive forcontinuous simplification
• Be thebenchmark

CollaborativeLeadership:
• Empower the team and providepurpose and direction
• Develop people, providefeedback and care to employee wellbeing
•Collaborate and exchange bestpractice.

Entrepreneurship:
•Act on opportunities, anticipate trends, take risk, and promote aculture that allows for honest failure
• Takeownership and responsibility
• Embraceinnovation and a culture that allows to make decisions without fearof retribution.

Trust:
• Actwith integrity, honor commitments, tell thetruth
• Foster diversity andinclusiveness
• Act transparently and promotecorporate social responsibility

MinimumRequirements
• Bachelors Degree ; Medicalbackground preferred.
• 2+ years experience in aCall Centre/ Customer Service environment, TPA Hospitals or MedicalCenters exposure a plus .
• Physically fit tocarry out duties.
• Legally permitted to work inthe country of operations.
• Fluency in MSOffice (Excel, Word, Outlook, PowerPoint) and general internetnavigation and research skills.

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