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). They anticipate and meet the needs of our clients, coordinate interdepartmental work, consistently deliver a high‑quality service, and commit to continuous improvement.
Key Responsibilities
Respond to queries regarding cover, claims, hospitalisation and complaints
Commit to the department’s service standards, including a 24‑hour turnaround for all written communication such as email responses and a target call abandon rate of 2%
Multi‑task daily assigned workload and ad hoc assignments, and follow up on individual cases
Develop extensive and sound product knowledge to provide timely and accurate information to clients
Assist the in‑house medical team in coordinating client hospital admissions, evacuations, repatriations, and other cases as required
Provide outstanding customer service, ensuring customer satisfaction and retention
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)
Data management skills for handling large volumes of policy and customer data
Must be flexible to work within rotating shift patterns
Valid EU work permit with the ability to work full time year‑round
Fluency in English and French
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
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