About The Client: Our client is a key player in the global medical assistance industry, part of a network providing comprehensive support for international insurance companies and their travelers. Located in Cape Town, their branch prides itself on delivering high professional standards and exceptional service across various international projects.
The Opportunity: They are currently seeking a Portuguese-English speaking Assistance Coordinator to join their dynamic team. This role involves assisting insured individuals during active cases, coordinating with customers, cooperating companies, and providers to ensure the best possible outcomes. The position requires adherence to policy conditions, standard operating procedures, and managerial instructions.
What They Offer: A fast-paced, international environment encouraging collaboration and innovation. Opportunities for professional development and advancement within the company. Contribute significantly to their mission of providing top-tier assistance services globally. Remuneration: R16, 000 Per Month Requirements: Bachelor's Degree or Certificate of Higher Education Native or high advanced proficiency in English and Portuguese Previous experience in a call/assistance center is desirable, but experience in telephone customer services is essential Key Attributes: Strong communication skills Empathic approach Excellent listening skills Attention to detail Team player Ability to work well under pressure Flexibility Willingness to work in shifts, including nights or weekends Computer literate Proficiency in Microsoft Office tools Key Responsibilities: Handle inbound and outbound communications related to assistance, including with policyholders, medical and technical providers, agents, customers, and other offices in the client's network. Register all communications and actions in the client's systems. Adjust reserves for services requested when necessary within authorized financial limits. Coordinate logistics arrangements locally and internationally. Collaborate with the Medical Team as per the client's escalation process. Understand policy terms and conditions and check them quickly and efficiently. Identify preferred providers in different countries and understand the provider network. Detect potential fraud, high-cost cases, and the involvement of other insurance companies, and report them to the Team Leader/Supervisor/Manager. Follow customer guidelines and Service Level Agreements (SLA) in compliance with the client's regulations and GDPR instructions. Respond adequately to oral and written complaints and alert management about major complaints. Assist team members with phone calls, emails, and case handling when specific language expertise is required. Work closely with senior colleagues, including senior coordinators and team leaders. Perform other functions related to assistance center activities as requested by management. Join Them: If you are a proactive individual with a strong attention to detail and a commitment to delivering high-quality service, they want to hear from you. Apply now to become a part of their team and make a significant impact in the assistance services industry.
Start Date: 1 July 2024
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