Contact Centre Senior Agent

1 month ago


Dubai, Dubai, United Arab Emirates Allianz Full time
Job Title: Contact Centre Senior Agent

We are Allianz Partners, a global leader in assistance and insurance solutions. Our International Health line of business provides international health, life, and disability insurance and services to a wide range of customers, including multinational companies, intergovernmental organizations, and private individuals.

As a Contact Centre Senior Agent, you will be responsible for responding to communication inquiries and complaints from stakeholders, ensuring that all cases are responded to within predetermined time scales and dealt with the highest standards of customer service.

Key Responsibilities:
  • Claims pre-certification and adjudication with compliance to established policy guidelines
  • Responding to queries regarding cover, claims, hospitalization, and complaints
  • Committing to departmental service standards across phone, email, live chat, and customer experience metrics
  • Developing extensive product knowledge to provide timely and accurate information to clients
  • Providing outstanding customer service and ensuring customer satisfaction and retention
Requirements:
  • Medical background preferred
  • Minimum 3 years of experience
  • Experience in a customer-facing role beneficial
  • Previous experience in a call centre environment beneficial
  • Strong knowledge of Microsoft Office (Excel, Word)
  • High level of fluency in English
  • Fully flexible to work rotating shift patterns, including shift work, nights, and weekends

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