Arabic Helpline Officer

ARABIC HELPLINE OFFICER

Location: Dublin

Our client is a global insurance company located in Dublin who is looking for Arabic Helpline Officer to join its growing Medical Services department.

The role

The Helpline Officer must anticipate and meet the needs of its external clients worldwide, including Expatriates, Brokers and Medical Providers as well as coordinating interdepartmental work, consistently delivering a high quality service and committing to continuous improvements.

Key Responsibilities

• Commit to the department’s service standards, including a 24 hours turnaround for all written communication and a target call abandon rate of 2%
• Develop extensive and sound product knowledge in order to provide timely and accurate information to its clients
• Assist its in-house medical team in coordinating client’s hospital admissions, evacuations, repatriations and other cases as required
• Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
• Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
• Work within its rotating shift patterns – including night shifts and weekend work. Helpline employees receive a 30% shift allowance in addition to the base salary

Experience Required

• Experience in a customer focused role, in an administrative capacity
• Previous experience in call centre environment would be beneficial
• Experience working in pressurized environment with tight deadlines
• Strong Knowledge of Microsoft Office (Excel, Word)
• Essential Requirements
• Applicants must be flexible to work within our rotating shift patterns
• Valid EU work permit with the ability to work full time year round
• Fluency in English and Arabic

Behavioral Competencies

• Customer focused
• Strong communication (verbal & written)
• Ability to work effectively within a team environment
• Honesty and Integrity
• Ability to work under pressure
• Results driven and solution oriented

Benefits

• Competitive remuneration
• Healthcare
• Pension
• Life & Disability
• Travel subsidy
• Discounts on home & car insurance, sports & social club
• Support for professional studies