Our Care Advisors support customers in many different languages and are the first point of contact of our clients worldwide (including brokers and medical providers). The Care Advisors must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement.

Your key responsibilities: 

• Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retentio
• Commit to the department`s service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%
• Implement AI tools to adhere to the department's service standards
• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
• Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
• Assist our in-house medical team in coordinating client`s hospital admissions, evacuations, repatriations and other cases as required
• Utilize conversational AI systems to efficiently respond to queries regarding cover, claims, hospitalizations, and complaints, ensuring swift and accurate communication.

What you bring:

• Medical brackground is a plus.
• Experience in a customer facing role is a must.
• Previous experience in Call Centre environment would be beneficial.
• Experience working in pressurized environment with tight deadlines.
• Strong Knowledge of Microsoft Office (Excel, Word)
• Applicants must be flexible to work within our rotating shift patterns.
• High level of fluency in German and Englosh is a must.
• Must be fully flexible to work rotating shift patterns including shift work, nights, and weekends.