Care centre agent

Overview

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 responsible for ensuring that all calls are answered within predetermined time scales and are handled with the highest standards of customer service. The CCA will document details of telephone conversations and actions taken to facilitate follow-ups and corrective actions as needed. The CCA will communicate with the CareCentre – Team Leader and CareCentre - Manager to provide a customer-oriented service at all times.

Main Responsibilities / What To Do

1. Build a customer-oriented focus in the CareCentre by providing quality actions and resolutions to concerns and queries.
2. Follow communication and update expectations with clients, in accordance with Nextcare policies, schemes, or agreed time frames.
3. Answer inbound calls and assist customers with specific inquiries.
4. Build customer interest in the services and products offered by the company.
5. Provide personalized customer service of the highest level.
6. Update the existing database with changes and the status of each customer/member.
7. Document details of telephone conversations and actions taken.
8. Communicate with CareCentre - Supervisor and Manager to maintain an open channel of communication.
9. Maintain records and complete clerical duties such as faxing, filling paperwork, checking credit references, and liaising with other departments.
10. Analyze problems and develop logical solutions within the scope of work.

Behavioral Requirements

• Strong negotiation, communication, attention to detail, and time management skills.
• Knowledge of telephone etiquette.
• Ability to work independently and under pressure.
• Ability to meet tight deadlines.
• Ability to work well in a team, be open-minded, give and receive feedback, and contribute to team spirit.
• Ability to understand and interpret customer information and uphold organizational values.
• Ability to follow instructions diligently.
• Ability to manage difficult customer situations promptly and effectively.
• Adaptability to change and ability to meet changing demands.
• Respectfulness and trustworthiness in dealings with others.
• Dependability and responsibility for actions.
• Flexibility to accommodate changes and additional duties as required.
• Proven time management skills.
• Excellent customer service skills.
• Flexibility to work shifts.

Customer & Market Excellence

• Strive for excellence at every customer touchpoint.
• Maintain technical and operational knowledge and seek continuous improvement.
• Set standards for others to follow.

Collaborative Leadership

• Empower and guide the team.
• Develop staff, provide feedback, and support employee well-being.
• Share best practices.

Entrepreneurship

• Act on opportunities, anticipate trends, and embrace innovation.
• Take ownership and responsibility.
• Promote a culture of honest failure and decision-making without fear.

Trust

• Act with integrity, honor commitments, and be transparent.
• Foster diversity and inclusiveness.
• Promote corporate social responsibility.

Key Requirements / What To Bring

• Bachelor's Degree; Medical background preferred.
• At least 2 years of experience in a call center or customer service environment, with exposure to TPA, hospitals, or medical centers a plus.
• Legal right to work in the country of operations.
• Proficiency in MS Office and internet research skills.

We at Allianz are committed to diversity and inclusion and are proud to be an equal opportunity employer. We welcome applications from all backgrounds and encourage you to bring your whole self to work.

Join us. Let's care for tomorrow.