JOB DETAILS / ROLE PURPOSEOur 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 RESPONSIBILITIESResponding to queries regarding cover, claims, hospitalisation, complaintsCommit 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 casesDevelop extensive and sound product knowledge in order to provide timely and accurate information to our clientsAssist our in-house medical team in coordinating client`s hospital admissions, evacuations, repatriations and other cases as requiredMulti-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual casesResponsible for providing outstanding customer service to clients and ensuring customer satisfaction and retentionKEY REQUIREMENTSExperience in a customer focused role, in a an administrative capacityPrevious experience in call centre environment would be beneficialExperience working in pressurized environment with tight deadlinesStrong Knowledge of Microsoft Office ( Excel, Word)Applicants must be flexible to work within our rotating shift patternsValid EU work permit with the ability to work full time year roundFluency in English and German*Must be fully flexible to work rotating shift patterns including shift work, nights and weekends