Contact Centre Agent, Allianz

Contact Centre Agent

Allianz

Location:
Egypt, Cairo

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The main duty of a Contact Centre Agent is to respond to communication inquiries / complaints raised by Stakeholders as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. The candidate 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 Care Centre Management accordingly and comply to provide a customer-oriented service at all times

Job Responsibility:

Claims Pre-certification and Adjudication with compliance to established Policy Guidelines as well as managing & providing overall guidance about Medical Cases review & 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

Requirements:

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

Nice to have:

Experience in a customer facing role
Previous experience in Call Centre environment

Additional Information:

Job Posted:
May 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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