Contact Centre Agent

Roles and responsibilities

. 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. 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.

KEY RESPONSIBILITIES/ what you do
. 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.

46787 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

KEY REQUIREMENTS/ what you bring
. Medical background is preferred.
. minimium 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. (for @Mark Feedback with the most suitable Term to use for English level).
. Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.

Desired candidate profile

• Customer Service:

  • Respond to Inquiries: Contact centres handle inbound customer calls, emails, chats, or social media messages regarding general inquiries, billing questions, product details, or company policies.
  • Issue Resolution: They assist in troubleshooting problems or concerns related to products, services, or orders, aiming to resolve customer issues in a timely and efficient manner.

• Technical Support:

  • Product/Service Troubleshooting: Contact centres may be equipped to offer technical support for customers experiencing issues with products or services. This could include IT support, product installation, and usage guidance.
  • Escalation Management: In cases of complex issues, frontline agents may escalate the issue to senior technicians or specialists for resolution.

• Sales and Lead Generation:

  • Outbound Sales Calls: Many contact centres conduct outbound calls for sales purposes, including telesales, product promotions, upselling, or cross-selling.
  • Lead Qualification: Some centres are tasked with generating and qualifying leads for further engagement by sales teams.
  • Customer Retention: Contact centres also manage customer retention by reaching out to existing customers with renewal offers or loyalty programs.

• Customer Feedback and Surveys:

  • Customer Satisfaction Surveys: Contact centres often conduct follow-up calls or surveys to gauge customer satisfaction, gather feedback, and improve services.
  • NPS (Net Promoter Score): Tracking metrics such as NPS can help contact centres assess the likelihood that customers will recommend the company to others.

• Multichannel Support:

  • Omnichannel Service: Modern contact centres support multiple communication channels, including voice, email, live chat, social media, and mobile apps, to provide a more comprehensive and flexible service.
  • 24/7 Availability: Some contact centres operate around the clock, providing customers with the flexibility to reach out whenever they need assistance.

• Performance Monitoring and Reporting:

  • Monitor Service Levels: Contact centres track key performance indicators (KPIs), such as response time, resolution time, call abandonment rate, and customer satisfaction scores, to ensure they meet service-level agreements (SLAs).
  • Quality Assurance: Supervisors and managers perform quality assurance (QA) checks on calls and interactions to ensure agents adhere to company standards and provide a positive customer experience.