JOB DETAILS / ROLE PURPOSE
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.
KEY RESPONSIBILITIES
* Responding to queries regarding cover, claims, hospitalisation, complaints
* Commit to the department`s service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%
* 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
KEY REQUIREMENTS
* Experience in a customer focused role, in a an administrative capacity
* Previous experience in call centre environment would be beneficial
* Experience working in pressurized environment with tight deadlines
* Strong Knowledge of Microsoft Office ( Excel, Word)
* Applicants must be flexible to work within our rotating shift patterns
* Valid EU work permit with the ability to work full time year round
* Fluency in English and German
*Must be fully flexible to work rotating shift patterns including shift work, nights and weekends