Job description / Role Job Type
Full Time Job Location
Cairo, Egypt Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Customer Service Company Industry
Insurance About us

We are Allianz Partners, the leader in assistance and insurance solutions in the areas of international health, assistance, automotive, and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer-facing brands such as Allianz Care, Nextcare, and Medi24.

The International Health line of business provides international health, life, and disability insurance and services, reinsurance, and administration services to a wide range of customers. These include multinational companies, intergovernmental organisations (IGOs), non-governmental organisations (NGOs), private individuals, families, and students. Our mission is to ensure that customers have access to quality healthcare through our support, care, and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment, and value for our customers.

Job overview

The main duty of a Contact Centre Agent is to respond to communication inquiries and complaints raised by stakeholders as per the standard procedures. The incumbent is also responsible for ensuring that all cases are responded to within predetermined time scales and are dealt with to the highest standards of customer service. The agent will also document details of all cases and actions taken in order to make further follow-ups and corrective action as required. The Contact Centre Agent will correspond with Care Centre Management accordingly and commit to providing a customer-oriented service at all times.

Key responsibilities / what you do Claims pre-certification and adjudication with compliance to established policy guidelines as well as managing and providing overall guidance about medical case review and authorization over the phone. Responding to queries regarding cover, claims, hospitalization, and complaints. Commit to the department's service standards across phone, email, live chat, and customer experience metrics such as customer satisfaction and NPS. Multi-tasking of daily assigned workload as well as ad hoc assignments and follow-up on individuals. Develop extensive and sound product knowledge to provide timely and accurate information to our clients. Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention. Customer & market excellence Strive for excellence at every touchpoint with the customer. Foster state-of-the-art technical and 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 for employee wellbeing. Collaborate and exchange best practices. Entrepreneurship Act on opportunities, anticipate trends, take risks, and promote a culture that allows for honest failure. Take ownership and responsibility. Embrace innovation and a culture that allows making decisions without fear of retribution. Trust Act with integrity, honor commitments, and tell the truth. Foster diversity and inclusiveness. Act transparently and promote corporate social responsibility. Requirements / what you bring Medical background is a must. 0 - 3 years of experience. Experience in a customer-facing role is beneficial. 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). High level of fluency in English is a must. Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends. About the Company

With over 159,000 employees from 172 nationalities across more than 70 countries, we are one of the world's most trusted insurance and asset management companies. We offer a broad range of products and services in property/casualty insurance, life/health insurance, and asset management. We have our largest operational presence in Europe, and our parent company, Allianz SE, is headquartered in Munich, Germany. From jobs in Actuarial, Business and IT to Inhouse Consulting and Investment Management - your opportunities are endless!

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