Main duties

The main duty of a Care Centre - Junior Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service. The CCA will also document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required. The CCA will correspond with Care Centre - Team Leader and Care Centre - Assistant Manager accordingly and comply to provide a customer-oriented service at all times.

Key responsibilities / What you do

• Builds a customer-oriented focus in the Care Centre by providing quality actions and resolutions to their concerns and queries.
• Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
• Answers inbound calls as well as assists customers/providers who have specific inquiries.
• Makes outbound calls for follow-up cases, additional medical reports, second medical opinion, complaints, etc.
• Builds customer's interest in the services and products offered by the company.
• Provides personalized customer service of the highest level.
• Updates the existing database with changes and the status of each existing/prospective customer/member.
• Documents details of telephone conversation and actions taken.
• Corresponds with Care Centre - Team Leader and Care Centre - Assistant Manager and keeps an open channel of communication.
• Maintains records and closes the loop on each call by completing clerical duties, as well as liaising with other departments.
• Analyzes the various parts of a problem properly and develops logical solutions within the permitted scope of work.
• Efficiently adjudicates pre-approval claims that exceed the standard turnaround time (TAT) to ensure timely resolution.
• Issues Guarantee of Payment (GOP) documents as required to facilitate seamless service delivery.

AI readiness

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Key requirements / What you bring

• Bachelor's degree; medical background preferred.
• 2+ years experience in a call centre/customer service environment; TPA hospitals or medical centers exposure a plus.
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

How we hire

Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

About Allianz Partners

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 strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

AI and emerging technologies at Allianz Partners

At Allianz Partners, AI is revolutionizing customer service and claims management through innovative solutions. These AI-driven tools enhance productivity by streamlining complex claims processes, reducing administrative burdens, and accelerating resolution times. Our AI-powered technology has made claims processing faster, offering quicker resolutions, all while ensuring human oversight for claims to maintain service integrity.

By embracing AI and emerging technologies, Allianz Partners continues to lead the industry, meeting ever-changing customer needs with innovative solutions. Our commitment to ethical AI practices safeguards data integrity and trust, ensuring responsible deployment across all operations. This approach not only enhances customer experiences but also supports strategic initiatives like fraud detection and personalized product offerings, solidifying Allianz Partners' position as a leader in the insurance sector.

Great to have you on board. Let's care for tomorrow.