Care Centre Junior Agent – Customer Service

About the role

The Care Centre Junior Agent will handle inbound and outbound telephone inquiries about Allianz Partners' products and services. Working from a call centre environment, the agent follows scripts and procedures to deliver high‑quality, customer‑oriented service while ensuring calls are answered within set timeframes.

Key responsibilities

• Answer inbound calls and assist customers or providers with specific inquiries.
• Make outbound calls for follow‑up cases, medical reports, second opinions, and complaints.
• Document telephone conversations and actions taken, updating the database with customer status.
• Maintain communication with the Care Centre Team Leader and Assistant Manager.
• Close‑loop each call by completing clerical duties and coordinating with other departments.
• Analyze problems and develop logical solutions within the permitted scope.
• Adjudicate pre‑approval claims exceeding standard turnaround time and issue Guarantee of Payment documents as needed.

Required profile

• Bachelor’s degree (medical background preferred).
• At least 2 years of experience in a call centre or customer service environment; exposure to TPA hospitals or medical centres is a plus.
• Physically fit to perform duties and legally permitted to work in the country of operation.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft PowerPoint.