Customer Care Officer

About the role

The Customer Care Officer will handle inquiries and complaints from members, providers, brokers and payers, ensuring timely and high‑quality service in line with Allianz Partners’ standards.

Key responsibilities

• Coordinate with payers, providers and members to resolve concerns and queries.
• Handle complaints proactively and meet predefined response timeframes.
• Respond to inbound emails and assist customers with specific inquiries.
• Promote the company’s services and products to customers.
• Maintain and update the customer database with status changes.
• Document all interactions and actions taken, and keep communication open with Care Centre Management.
• Perform clerical duties such as filing, faxing, credit checks and liaison with other departments.
• Analyze problems and develop logical solutions within scope.
• Adjudicate pre‑approval claims exceeding standard turnaround time.
• Issue Guarantee of Payment documents as required.
• Utilise AI‑enabled tools and data analytics responsibly.

Required profile

• Bachelor’s degree, preferably in a medical or paramedical field.
• At least 2 years of experience in a call‑centre or customer‑service environment; experience with TPA hospitals or medical centres is a plus.
• Physically fit and legally authorised to work in the country of operation.
• Fluent in Arabic and English.
• Strong customer‑service orientation and excellent communication skills.

Required skills

• Proficiency with Microsoft Office applications (Excel, Word, Outlook, PowerPoint).
• Effective internet navigation and research abilities.