Customer Care 24/7

Job Details / Role Purpose:

The Customer Service Travel  24/7 Representative will be responsible for handling new claim and medical emergency calls on a 24/7 roster basis. This role is pivotal in ensuring that customers receive timely and efficient assistance during their times of need. In addition to call handling, the role includes administrative tasks such as processing new claims received via email.

Key responsibilities/What you do:

Key Responsibilities:

Call Handling:

•    Respond to incoming calls regarding new insurance claims and medical emergencies.

•    Provide accurate information and assistance to customers in a compassionate and professional manner.

•    Assess the urgency of each call and escalate to appropriate departments when necessary.

•    Record detailed and accurate information for each call in the company's database.

Claim Processing:

•    Process new claims received through the email inbox.

•    Verify the completeness and accuracy of claim information.

•    Enter claim data into the claims management system.

•    Follow up with customers and internal departments to gather any missing information.

Customer Support:

•    Assist customers with inquiries related to their insurance policies and claims.

•    Provide guidance on the claims process and required documentation.

•    Resolve customer issues and complaints in a timely and effective manner.

Administrative Tasks:

•    Maintain and update customer records and claim files.

•    Generate and distribute reports as required by the management.

•    Perform general administrative duties such as filing, data entry, and correspondence.

Team Collaboration:

•    Work closely with other team members to ensure seamless service delivery.

•    Participate in team meetings and training sessions.

•    Share knowledge and best practices with colleagues to improve overall team performance.
 
Compliance and Quality Assurance:

•    Adhere to company policies and procedures, as well as regulatory requirements.

•    Ensure all interactions and transactions are conducted in line with company standards.

•    Participate in quality assurance activities to maintain high service standards.

Qualifications and Skills:

•    Education: High school diploma or equivalent; additional qualifications in customer service or insurance are advantageous.

•    Experience: Previous experience in a customer service role, preferably in an insurance or emergency services environment.

Skills:

•    Excellent communication and interpersonal skills.

•    Strong problem-solving abilities and attention to detail.

•    Ability to work effectively under pressure and manage multiple tasks.

•    Proficiency in using computer systems and software applications.

•    Availability: Must be able to work a flexible schedule, including nights, weekends, and public holidays.

Working Conditions:

•    The role requires working in a call centre environment.

•    Must be comfortable working on a rotating shift basis, including overnight shifts.

•    Ability to handle high-stress situations with composure and professionalism.

Who We Are:
Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 83 million private and corporate customers and its 142,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, push the boundaries and challenge the industry. 
Allianz Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one brand, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist areas combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 15,000 employees are based across 34 countries and combine 58 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us.

What We Offer:
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

84468 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent