German Speaking Assistance Coordinator

2 weeks ago

Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

Job Title: German Speaking Assistance Coordinator (Insurance)

Start Date: Flexible

Location: Cape Town

Job Type: Full Time | On-site

Salary: R22 000 per month + Benefits


Requirements

  • 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


Benefits

  • Salary: R 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

Responsibilities

  • 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


About the Company

Our client is one of the world's leading companies in the fields of medical assistance, travel assistance and insurance claims handling. Since 2009, they have been part of the prestigious reinsurance company Munich Reinsurance Company, a multinational insurance group that is one of the world's leading reinsurers.

They are a one-stop solution: 3 assistance hubs; 11 regional branch offices; claims invoices in 53 currencies invoiced in EUR or USD; over 70,000 providers and 190,000 cases handled annually make them the only partner you need. Their structure enables our customers to partner with only one entity whilst still receiving global services from all their emergency medical assistance centres, all aspects of claims settlement, extensive cost containment, quality assurance and advanced reporting tools. The result is a cost-efficient global solution.

They hold one of the best provider networks worldwide, covering all countries and territories globally with extensive and cashless solutions. Their network of over 70,000 providers is built with their local connections and local knowledge within the region, by their network specialists. Additional services include expatriate solutions and specialised services in the fields of telemedicine, travel security, occupational health services and onsite medical personnel services.

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