Customer Service Representative
We are seeking an individual to fulfill the role of Customer Service Representative, providing top-notch customer service and support to clients across various locations.
About the Role
This is a key position in our organization, requiring a high level of professionalism, maturity, and candor in daily work ethic. The successful candidate will be responsible for servicing members, clients, and associates with products and services, as well as assisting with insurance projects within their respective states.
* Maintain customer service locations with appropriate and current collateral, including claims forms, envelopes, brochures, promotions.
* Ensure materials and information are visible and accessible to students.
* Assist students with specific claims and extend assistance to customer locations via telephone, email, or other electronic means.
* Ensure a high level of distribution of cards to students.
* Guarantee customer contact and accessibility to Allianz Worldwide Partners during peak periods.
* Train and brief clients on products as necessary.
* Assist with client queries and provide timely resolutions.
* Maintain regular contact with client staff, including finance, administration, student support, marketing, and health staff.
* Liaise with direct billing medical providers and monitor supplies of collateral, posters, and other Allianz Worldwide Partners information.
* Monitor and report feedback and complaints from clients, members, or associates.
* Report any issues raised by direct billing medical providers.
Fostering Relationships
The ideal candidate will have excellent communication and interpersonal skills, allowing them to build strong relationships with clients, students, and internal stakeholders.
* Coordinate orientation activities, promoting attendance at orientations and post-orientation follow-up.
* Assist with activities and tasks associated with preferred provider agreements.
* Liaise with student bodies or associates to integrate product and improve relationships and coordination of international student problems or concerns.
* Assist with research into local channels for product sales.
* Coordinate activities to distribute information regarding the product.
Product Knowledge
The successful candidate will have a deep understanding of Allianz Worldwide Partners Health Insurance products and services.
* Develop and maintain expert knowledge in all Allianz Worldwide Partners Health Insurance products and services.
Data Entry
This role requires attention to detail and organizational skills, ensuring accurate information is provided to internal and external stakeholders.
* Ensure accurate information is provided to internal and external stakeholders to enable clear direction for satisfied customers who want to continue to deal with us.
Reporting
The candidate will be responsible for preparing and submitting weekly and monthly reports of on-campus activities and CSR logs.
* Ensure weekly and monthly reports of on-campus activities and CSR logs are completed accurately and submitted by the due date.
Professional Approach
The ideal candidate will possess a professional approach, ensuring clear communication with clients and students following clear product definition and service provisions.
* Ensure clear communication with clients and students following clear product definition and service provisions.
* Maintain a smart appearance at all times; uniforms must be worn where available.
This role offers opportunities for professional growth and development, with a focus on teamwork, collaboration, and delivering exceptional customer experiences.
Multiple locations – based in South Eastern Suburbs, Melbourne
* Ability to work autonomously and be self-motivated.
* Ability to share ideas and contribute to team discussions.
* Ability to interrogate a problem and develop processes to satisfy customer needs within the parameters of the product.
* Flexibility to manage calls remotely and online inquiries from home during COVID lockdown periods.
We are committed to fostering a diverse and inclusive workplace culture, welcoming applications from individuals with a range of backgrounds and perspectives.