SummaryThe main duty of an Customer Care Unit – Care Centre Officer is to respond to communication inquiries / complaints raised by payers as per the standard procedures. The incumbent is also responsible to ensure that all cases are responded within predetermined time scales and are dealt with the highest standards of customer service. The Care Centre Officer will also document details of all cases and actions taken, in order to make further follow-ups and corrective action as required. The Care Centre Officer will correspond with CareCentre Management accordingly and comply to provide a customer-oriented service at all times.MAIN TASKS Closely coordinate with payers, providers and members by providing quality actions and resolutions to their concerns and queries.Proactively handle complaints at the earliest. 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.Document details of all conversation and actions taken.Correspond with Care Centre Management and keep an open channel of communication.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.Behavioral RequirementsStrong negotiation, communication, attention to detail, time management skills.Sound knowledge of telephone and email 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 organizationDependability in taking responsibility for actions taken.Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.BEHAVIORAL COMPETENCY Customer & Market Excellence:Strive for excellence at every touch point with the customerFoster state-of-art technical/operational knowledge and strive for continuous simplification Be the benchmarkCollaborative Leadership:Empower the team and provide purpose and directionDevelop people, provide feedback and care to employee wellbeingCollaborate and exchange best practice.Entrepreneurship:Act on opportunities, anticipate trends, take risk, and promote a culture that allows for honest failureTake ownership and responsibilityEmbrace innovation and a culture that allows to make decisions without fear of retribution.Trust:Act with integrity, honor commitments, tell the truthFoster diversity and inclusivenessAct transparently and promote corporate social responsibility.Minimum RequirementsBachelor’s Degree in medical ( pharmacy) or paramedical stream is mandatory.Minimum of 2 years’ experience in a call center, customer service or claims management environment from TPA or health insurance industry.Legally permitted to work in the country of operations.Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skillsProven time management skills.Excellent customer service and support skills. Excellent English language skills44262 | Operations | Professional | [[custPositionClusterCSB]] | Allianz Partners | Full-Time | [[filter9Allianz 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 shape a better future for our customers.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.Note: Diversity of minds is an integral part of Allianz' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to be motivated in gaining varied skills from different positions and to collect experiences from across Allianz Group.