Care Centre Agent – Customer Service

About the role

The Care Centre Agent provides front‑line support for customers and providers, handling inbound and outbound calls related to Allianz Partners' products and services. The role focuses on delivering high‑quality, customer‑oriented service while adhering to standard scripts, procedures, and response time targets.

Key responsibilities

• Answer inbound calls and assist customers/providers with inquiries, complaints, and follow‑up cases.
• Make outbound calls for follow‑up, additional medical reports, second opinions, and complaint resolution.
• Document call details, actions taken, and update the customer database with status changes.
• Maintain communication with the Care Centre Team Leader and Assistant Manager, ensuring an open channel for escalations.
• Close‑loop each interaction by completing clerical duties and coordinating with other departments.
• Adjudicate pre‑approval claims that exceed standard turnaround times to ensure timely resolution.
• Issue Guarantee of Payment (GOP) documents as required.
• Utilize AI‑enabled tools, cloud‑based platforms, and data analytics responsibly within governance standards.

Required profile

• Bachelor’s degree (medical background preferred).
• Minimum 2 years of relevant customer service or call‑centre experience.
• Strong communication skills and ability to follow scripted procedures.
• Attention to detail and ability to analyse problems to develop logical solutions.

Required skills

• Internet navigation
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Outlook
• Microsoft Excel
• Microsoft Office suite
• Cloud‑based tools
• Data analytics
• Machine learning
• Artificial intelligence