Junior Care Centre Agent – Customer Service

About the role

The Junior Care Centre Agent will handle inbound and outbound telephone inquiries related to Allianz Partners' health and insurance products. Using standard scripts and procedures, you will deliver high‑quality, customer‑focused 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 conversation details and actions taken for accurate follow‑up.
• Update the customer database with status changes and maintain complete call records.
• Collaborate with the Care Centre Team Leader and Assistant Manager to ensure seamless service.
• Analyze problems, propose logical solutions within scope, and adjudicate pre‑approval claims exceeding standard turnaround times.
• Issue Guarantee of Payment (GOP) documents as required.

Required profile

• Bachelor’s degree (medical background preferred).
• At least 2 years of experience in a call‑centre or customer‑service environment, preferably in a TPA hospital or medical centre.
• Physically fit for the duties and legally permitted to work in the country of operation.

Required skills

• Proficiency with Microsoft Excel.
• Proficiency with Microsoft Word.
• Proficiency with Microsoft Outlook.
• Proficiency with Microsoft PowerPoint.
• Strong internet navigation and research abilities.