Helpline Care Advisor with French

What You Do

• Act as the main point of contact for clients worldwide, including expatriates, brokers, and medical providers, while managing high volumes of inbound and outbound calls in a timely manner.
• Deliver outstanding and high-quality customer service, ensuring commitments to clients are met on time; work on rotating 24/7 shift patterns.
• Respond to client queries and requests via email within 24-hour service level agreements (SLAs).
• Develop extensive product knowledge to provide accurate and timely information to clients.
• Handle client complaints proactively, ensuring customer satisfaction and retention.
• Adhere to Helpline Department service standards and company procedures related to anti-corruption, fraud, and data protection.
• Assist the in-house medical team in coordinating hospital admissions, evacuations, repatriations, and other cases as required.
• Manage daily workload, including multi-tasking ad hoc assignments, escalations, and follow-ups on individual cases.
• Meet daily, monthly, and quarterly performance targets despite challenges, escalations, and additional assignments.
• Lead by example in performance, technical skills, and behavioral competencies; deputize during Team Leader absences.
• Complete ad hoc tasks as requested by Team Leader, Supervisor, or Manager
• Coach and mentor new and junior Helpline Care Advisors; provide training in specific areas of responsibility.
• Handle escalation calls and emails, including assignment of emails; participate in broker or visitor meetings when Team Leader is absent
• Manage ad hoc projects or support Team Leader with initiatives, innovations, and process enhancements.
• Deliver topic presentations on a weekly or monthly basis; initiate and complete new processes and projects.
• Maintain records of excellent work quality and positive feedback from internal and external clients.
• Work within rotating shift patterns with no record of lateness or excessive sick leave.
  
  

What You Bring

• This specific role requirement is for the Morocco Ministry of Foreign Affairs.
• Fluent in French (Moroccan, Algerian, and Tunisian Accents only) Arabic, and English. Must demonstrate excellent verbal and written communication skills in all 3 languages.
• Customer Service Experience. Proven experience in delivering excellent customer service. Experience in the insurance industry. Ability to work in a pressurized environment and produce accurate work within service level agreements.
• Ability to Work Under Pressure. Capable of performing accurately and efficiently in high-pressure environments, while meeting established Service Level Agreements (SLAs)
• Flexible Availability. Willingness to work in a 24/7 operational setting, including weekends and public holidays
• Technical Proficiency. Strong adaptability and familiarity with various digital platforms and systems, including Microsoft Office (Word, Excel, PowerPoint, Access), Microsoft Outlook, General internet research and application navigation skills.
  
  

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84414 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz 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 to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.