Helpline Officer

We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has several well-known customers facing brands such as Allianz Care, Nextcare and Medi24.

The International Health line of business provides international health, life and disability insurance and services, reinsurance, and administration services to a wide range of customers. These include multinational companies, intergovernmental organizations (IGOs), non-governmental organizations (NGOs), private individuals, families, and students. Our mission is to ensure that customers have access to quality healthcare through our support, care, and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment, and value for our customer.

**Summary**

Our Care Advisors support customers in many different languages and are the first point of contact of our clients worldwide (including brokers and medical providers). The Care Advisors must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement

**Main Tasks**
- Responding to queries regarding cover, claims, hospitalisation, complaints
- Commit to the department's service standards, including a 24 hours turnaround for all written
- Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
- 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-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
- Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and

retention

**Behvarioral Requirements**
- Customer Oriented
- Team centered
- Proactive
- Empathetic
- Attentive
- Adaptive
- Connected
- Anticipatory

**Behavioual Competency**

**Customer & Market Excellence**:

- Strive for excellence at every touch point with the customer
- Foster state-of-art technical/operational knowledge and strive for continuous simplification
- Be the benchmark

**Collaborative Leadership**:

- Empower the team and provide purpose and direction
- Develop people, provide feedback and care to employee wellbeing
- Collaborate and exchange best practice.

**Entrepreneurship**:

- Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failure
- Take ownership and responsibility
- Embrace innovation and a culture that allows to make decisions without fear of retribution.

**Trust**:

- Act with integrity, honor commitments, tell the truth
- Foster diversity and inclusivenes

**Minimum Requirements**
- Experience in a customer focused role, in a an administrative capacity
- Previous experience in call centre environment would be beneficial
- Physically fit to carry out duties
- Experience working in pressurized environment with tight deadlines
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
- Applicants must be flexible to work within our rotating shift patterns

**Job Level**:
Entry Level

**Location**:

- Dubai, AE**Area of Expertise**:
Operations

**Unit**:
Allianz Partners

**Employing Entity**:
NEXTCARE Claims Management LLC

**Job Type**:
Full-Time

**Remote Job**:
Hybrid working

**Employment Type**:
Permanent

**ID**:
35685