Care Center Agent - (New Oman Mandatory 24x7 Helpline)

The main duty of a ‘CareCentre – Agent (CCA)” in Oman is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible to ensure that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service.  The CCA will also document details of telephone conversation and actions taken, in order to make further follow-ups and corrective action as required. The CCA will correspond with CareCentre - Supervisor and CareCentre - Manager accordingly and comply to provide a customer-oriented service at all times.

What you do:

• Builds a customer-oriented focus in the CareCentre by providing quality actions and resolutions to their concerns and queries.
• Follows communication/update expectations with clients, in accordance with the Nextcare policies, scheme or agreed time frames set.
• Answers inbound calls as well as assist customers who have specific inquiries.
• Builds customer’s interest in the services and products offered by the company.
• Provides personalized customer service of the highest level.
• Updates the existing database with changes and the status of each existing/prospective customer/member.
• Documents details of telephone conversation and actions taken.
• Corresponds with CareCentre - Supervisor and CareCentre - Manager and keep an open channel of communication.
• Maintains records and close-loop each call by completing the clerical duties which includes faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments.
• Analyzes the various parts of a problem properly and develop logical solutions within the permitted scope of work.

What you bring:

• Bachelor’s Degree ; Medical background preferred.
• 2+ years’ experience in a Call Centre/ Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
• Strong negotiation, communication, attention to detail, time management skills.
• Sound knowledge of telephone etiquette.
• Ability to work independently and maintain focus under pressure.
• Ability to meet tight deadlines.
• Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
• Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organization.
• Ability to follow instructions diligently.
• Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to request for service/assistance.
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
• Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
• Dependability in taking responsibility for actions taken. 
• Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.
• Proven time management skills.
• Excellent customer service and support skills.
• Flexible and ability to work shift 24/7/365

What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

55170 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Partners Introduction:

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.