Deutschsprachig | German Speaking Assistance Coordinator (Insurance)
Black Pen Recruitment
- Cape Town, Western Cape
- R22,000 per month
- Permanent
- Full-time
- Bachelor's Degree or Certificate of Higher Education
- Previous experience in call/assistance centres is desirable but at least in telephone customer services
- Fluent in English and German
- Able to work in shifts including nights
- South African ID or South African Permanent Residency Holder
- Salary: R22 000 (Base)
- Medical Aid: Discovery Health, Plan: Classic Smart, R2200, from start of contract (+/-7 days)
- Pension Annuity: 10% (on top of base salary) after the 6 months employment
- 21 days of leave
- Parking
- Bonus paid out quarterly depending on performance
- Handle any inbound or outbound communication related to assistance.
- These communications can be with a policyholder, medical and technical providers, agents, customers and other client offices.
- Register all communications and taken actions in the systems provided by the company (Globo, Outlook, telephone system and others)
- Register and adjust reserves for services requested when necessary, up to the authorised financial limit.
- Coordinate adequately all logistics arrangements locally and internationally.
- Coordination with the Medical Team according to the escalation process
- Have a good knowledge of all products, be able to fast, and efficiently check policy terms and conditions required for the case.
- Be able to understand available provider networks and identify preferred providers in different countries adequate for an ongoing case.
- Be able to identify possible fraud cases, high cost cases and involvement of other insurance companies and bring them to the attention of the Team Leader/Supervisor/ AC Manager
- Follow the customers' guidelines and Service Level Agreements (SLA) according to regulations and GDPR Instructions.
- Be able to adequately respond to oral and written complaints.
- Alert all potential major complaints to AC management.
- Assist other team members, if necessary, for phone calls, e-mails and case handling required specific language expertise.
- Work in a close coordination with his/her senior colleagues (senior coordinator, team leaders)
- Upon AC and EC management request, to conduct other functions related to the assistance centre activity