Care Advisor - 24/7 Helpline

About the role

Allianz Partners is hiring a Care Advisor in Dubai for its helpline department. The advisor acts as the main point of contact for clients worldwide, including expatriates, brokers and medical providers, handling high volumes of inbound and outbound calls and rotating 24/7 shifts.

Key responsibilities

• Answer client calls and respond to email queries within 24-hour SLAs, working rotating 24/7 shifts
• Build extensive product knowledge and handle complaints proactively to retain clients
• Follow helpline service standards and anti-corruption, fraud and data protection procedures
• Manage daily workload, escalations and follow-ups, and meet daily, monthly and quarterly targets
• Deputize for the Team Leader, coach and mentor new advisors, and take part in broker or visitor meetings when the Team Leader is absent
• Support the Team Leader with projects, deliver topic presentations and maintain records of quality work

Required profile

• Fluent in French, Arabic and English, with excellent verbal and written communication in all three
• Proven customer service experience, preferably in the insurance industry
• Ability to work accurately under pressure and meet SLAs
• Willingness to work weekends and public holidays

Required skills

• Microsoft Office (Word, Excel, PowerPoint, Access) and Outlook
• General internet research and application navigation
• Comfort working in an environment shaped by AI, data analytics and cloud tools