مستشار رعاية - متحدث باللغة الفرنسية بطلاقة

Role overview

Our care advisors support customers in many different languages and are the first point of contact for our clients worldwide, including brokers and medical providers. They anticipate and meet clients’ needs, coordinate interdepartmental work, deliver consistently high-quality service, and commit to continuous improvement.

Your key responsibilities

• Provide outstanding customer service and ensure customer satisfaction and retention.
• Meet the department’s service standards, including a 24-hour turnaround for all written communications, including email responses, and a target call abandonment rate of 2%.
• Use AI tools to adhere to the department’s service standards.
• Manage daily assigned workloads alongside ad hoc assignments, and follow up on individual cases.
• Develop extensive product knowledge to provide clients with timely and accurate information.
• Assist the in-house medical team with client hospital admissions, evacuations, repatriations, and other cases as required.
• Use conversational AI systems to respond efficiently to queries about coverage, claims, hospitalizations, and complaints, ensuring swift and accurate communication.

What you bring

• A medical background is a plus.
• Experience in a customer-facing role is required.
• Previous experience in a call center environment is beneficial.
• Experience working in a high-pressure environment with tight deadlines.
• Strong knowledge of Microsoft Office, including Excel and Word.
• Flexibility to work rotating shifts, including nights and weekends.
• Fluency in German and English is required.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each employee is unique, with individual needs and ambitions, and enjoy being part of their journey. We empower employees to pursue their professional and personal goals. Our benefits include:

• A dynamic, multinational working environment.
• Training and programs dedicated to learning and development, including free access to LinkedIn Learning.
• A wide range of employee benefits, such as a performance bonus and health insurance.
• An open company culture, flexible working hours, and a hybrid working environment.
• Modern offices.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of gender, religion, disability, or background.

AI readiness

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics, and cloud-based tools. Use insights responsibly and follow our standards for data governance, security, and ethical use.