Care centre agent, Allianz

Allianz

Location:
Oman, Muscat

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The main duty of a CareCentre - Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service. The CCA will also document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required. The CCA will correspond with CareCentre – Team Leader and CareCentre - Manager accordingly and comply to provide a customer-oriented service at all times.

Job Responsibility:

Builds a customer-oriented focus in the CareCentre 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 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 CareCentre - Supervisor and CareCentre - Manager and keep an open channel of communication
Maintains records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, 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

Requirements:

Bachelors Degree
Medical background preferred
Ideally 2+ years experience in a Call Centre/ Customer Service environment, TPA, Hospitals or Medical Centers exposure is a plus
Legally permitted to work in the country of operations
Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills
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
Ability to comprehend, capture as well as interpret basic customer information
Ability to follow instructions diligently
Ability to manage difficult customer situations
Ability to adapt to change
Ability to treat people with respect under all circumstances
Dependability in taking responsibility for actions taken
Flexible to accommodate changes/addition to duties
Proven time management skills
Excellent customer service and support skills
Flexible and ability to work shift

Nice to have:

Medical background preferred
TPA, Hospitals or Medical Centers exposure is a plus

What we offer:

Caring for our employees, their ambitions, dreams and challenges
Diverse and inclusive workforce
Equal opportunity employer
Encouragement to bring your whole self to work

Additional Information:

Job Posted:
May 02, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Care centre agent