Main duties

The main duty of a contact centre agent is to respond to communication inquiries or complaints raised by stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded to within predetermined time scales and are dealt with 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. Contact centre agent will correspond with contact centre management accordingly and comply to provide 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 cases review and authorization over phone.
• Responding to queries regarding cover, claims, hospitalization, 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 individual cases.
• 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.
• Use AI-driven training platforms to develop extensive and sound product knowledge, enabling timely and accurate information provision to clients.
• Employ AI analytics to track and enhance customer service performance, ensuring customer satisfaction and retention through personalized and efficient service.
• 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 / What you bring

• Medical background is preferred.
• 0 - 3 years of experience.
• Experience in a customer facing role is beneficial.
• Previous experience in call centre environment would be beneficial.
• Experience working in 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.
• Experience working in pressurized environments with tight deadlines, with the ability to leverage AI tools to manage workload efficiently.

How we hire

Agency statement: Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

Key benefits / What we offer

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.

At Allianz Partners, artificial intelligence (AI) is transforming service delivery and innovation. By leveraging business intelligence and data analytics, we enhance strategic decision-making and customer experiences. Our commitment to ethical AI ensures responsible deployment, maintaining data integrity and trust. Conversational AI improves communication, while emerging technologies and generative AI drive industry leadership and new opportunities. With robust information security management, we protect sensitive information, ensuring compliance and security. Embrace the future of AI with Allianz Partners, where possibilities become realities.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz’ company culture. One means to achieve this is a regular rotation of Allianz executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.