Job Overview

The main duty of a Contact Centre Agent is to respond to communication inquiries / complaints raised by Stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. Contact Centre Agent will correspond with Care Centre Management accordingly and comply to provide a customer-oriented service at all times.

KEY RESPONSIBILITIES/what You Do

Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & authorization over Phone.
Responding to queries regarding cover, claims, hospitalization, complaints
Commit to the department`s service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS. case
se AI insights to empower the team, providing purpose and direction while fostering a collaborative environment.
Develop extensive and sound product knowledge to provide timely and accurate information to our clients.
Utilize AI-driven feedback mechanisms to develop people, provide constructive feedback, and care for employee wellbeing.

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 inclusiveness

Act transparently and promote corporate social responsibility.

REQUIREMENTS/ What You Bring

Medical background is a must. (Veterinary Medicine , Pharmacy , Science etc)

6 months - 3 years of experience.

Experience in a customer facing role is beneficial.

Insurance experience is a plus.

Previous experience in Call Centre environment would be beneficial.

Experience working in pressurized environment with tight deadlines.

Strong Knowledge of Microsoft Office (Excel, Word)

Must be fully flexible to work rotating shift patterns including shift work, nights, and weekend.

Experience in a customer-facing role, ideally with exposure to AI-enhanced service platforms.

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and 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 a 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.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Care Centre Officer- Medical 1 1