CHINESE HELPLINE OFFICER

Location: Dublin

Our client is the only international health insurance provider to offer a 48-hour turnaround on submitted medical claims, under its “Clear to Zero” claims handling initiative. With a 95% client retention rate and a customer base that includes many of the Fortune Global 500 companies, our client continues to build a reputation for service excellence in international healthcare.

The successful candidate will have the opportunity to work in growing multicultural company committed to empowering its employees and furthering their development. A competitive remuneration and benefits package is offered, including healthcare, pension, life & disability, travel subsidy, discounts on home and car insurance, sports & social club and support for professional studies.

The role

The Helpline Officer must anticipate and meet the needs of our 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 our clients
Assist our 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 our 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 Chinese

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

Starting Salary €25,000 per annum rising to €36,000 reflective of length of service. An additional 30% shift allowance also applies for this role.

Tagged as: Call Center, Chinese, Customer Support, Healthcare, Insurance

Chinese Helpline Officer Permanent