Customer Service Specialist responding to client inquiries and ensuring service quality at Allianz Ayudhya's Bangkok location. Coaching staff and improving customer service delivery in a call center setting.
About the role
- Customer Care Officer managing communication inquiries from various stakeholders in Bahrain. Ensuring high standards of customer service and documenting all case details.
Responsibilities
- Respond to communication inquiries / complaints raised by members, providers, brokers, and payers as per the standard procedures.
- Ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service.
- Document details of all cases and actions taken.
- Correspond with Care Center Management accordingly and comply to provide a customer-oriented service at all times.
- Closely coordinate with Payers, Providers and Members by providing quality actions and resolutions to their concerns and queries.
- Proactively handle complaints at the earliest.
- Follow communication/update expectations with clients, in accordance with NEXtCARE policies, scheme or agreed time frames set.
- Answer inbound Emails as well as assist customers who have specific inquiries.
- Build customer’s interest in the services and products offered by the company.
- Provide personalized customer service of the highest level.
- Update the existing database with changes and the status of each existing/prospective customer/member.
- Maintain 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.
- Analyze the various parts of a problem properly and develop logical solutions within the permitted scope of work.
- Efficiently adjudicate pre-approval claims that exceed the standard Turnaround Time (TAT) to ensure timely resolution.
- Issue Guarantee of Payment (GOP) documents as required to facilitate seamless service delivery.
Requirements
- Bachelors Degree ; Medical background (Medical, Paramedical)
- 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.
- Excellent customer service and support skills.
- Excellent Arabic & English language skills
Benefits
- Health insurance
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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