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    Care Center Agent - Dubai, United Arab Emirates - Allianz Partners

    Allianz Partners
    Allianz Partners Dubai, United Arab Emirates

    19 hours ago

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    Description

    MAIN TASKS

    • Builds a customer-oriented focus in the Care Centre by providing quality actions and resolutions to their concerns and queries.

    • Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.

    • Answers inbound calls as well as assist customers/providers who have specific inquiries.

    • Builds customer's interest in the services and products offered by the company.

    • Provides personalized customer service of the highest level.

    • Updates the existing database with changes and the status of each existing/prospective customer/member.

    • Documents details of telephone conversation and actions taken.

    • Corresponds with Care Centre – Team Leader and Care Centre – Assistant Manager and keep an open channel of communication.

    • Maintains records and close-loop each call by completing the clerical duties, as well as liaising with other departments.

    • Analyzes the various parts of a problem properly and develop logical solutions within the permitted scope of work.

    Behavioral Requirements

    • Strong negotiation, communication, attention to detail, time management skills.

    • Sound knowledge of telephone etiquette.

    • Ability to work independently and maintain focus under pressure.

    • Ability to meet tight deadlines.

    • Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.

    • Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization.

    • Ability to follow instructions diligently.

    • Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance.

    • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.

    • Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization

    • Dependability in taking responsibility for actions taken.

    • Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.

    • Proven time management skills.

    • Excellent customer service and support skills.

    • Flexible and ability to work shift .

    BEHAVIORAL COMPETENCY

    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

    Minimum Requirements

    • Bachelors Degree ; Medical background preferred.

    • 2+ years experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus .

    • Physically fit to carry out duties.

    • Legally permitted to work in the country of operations.

    • Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

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