Job Details / Role Purpose
Our Care Advisors support customers in many different languages and are the first point of contact for 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, hospitalization, complaints
Commit to the department's service standards, including a 24‑hour 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
Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
Data management: key for handling large volumes of policy and customer data
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
Experience in a customer‑focused role, in an administrative capacity
Previous experience in a call‑centre environment would be beneficial
Experience working in a pressurized environment with tight deadlines
Strong knowledge of Microsoft Office (Excel, Word)
Valid EU work permit with the ability to work full time year round
Fluency in English and German
Applicants must be flexible to work within our rotating shift patterns, including shift work, nights and weekends
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal‑opportunity employer. We 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 ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
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