Sr. Care Advisor (Customer Care)

Job Level:  Professional


Area of Expertise:  Customer Services & Claims
Unit:  Allianz Partners
Employing Entity:  Nextcare Egypt
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  31282

Job Details:
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.


Key Requirements:

  • Medical Background isn't required
  • Experience in a customer facing role is a must
  • 2 - 3 years experience in a Call Centre
  • Experience working in pressurized environment with tight deadlines would be beneficial
  • Strong Knowledge of Microsoft Office ( Excel, Word)
  • Applicants must be flexible to work within our rotating shift patterns
  • Fluency in English

Must be fully flexible to work rotating shift patterns including shift work, nights and weekends


Key Responsibilities:

  • Responding to queries regarding cover, claims, hospitalisation, 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 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
  • Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
  • Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention


We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive, and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. This role is in the International Health part of the business, which has a number of well-known customer-facing brands such as Allianz Care, Nextcare, and Medi24.


The International Health line of business provides international health, life and disability insurance and services, reinsurance, and administration services to a wide range of customers. These include multinational companies, intergovernmental organizations (IGOs), non-governmental organizations (NGOs), private individuals, families, and students. Our mission is to ensure that customers have access to quality healthcare through our support, care, and commitment to go the extra mile. We are a truly global health partner for our customers, ensuring fast and simple access to the best advice, treatment, and value for our customers.