The Brussels Helpline team is an in-house customer service team answering phone and e-mail queries from our insured members about their Life & Health insurance via their employer (in our case : Inter-governmental organisations).
The clients we service benefit from tailored group insurance plans replacing or complementing national social security schemes.
You as a Customer Care Advisor are expected to know the specifics of these plans extremely well so that we can provide a service to our members which is based on both speed and an excellent quality.
Our Brussels Office works together closely with our Dublin and Paris headquarters and English is our company language.
Responsibilities will include, but are not limited to, the following :
Contributing to meeting our internal service targets including a 24 hours turnaround for all written communication and a target call abandon rate of 2.5%
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, prior approvals and other cases as required
Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual (medical) cases
Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
Work day shifts
To be successful in this position you will need to have the following skills / experience :
Experience in a customer service role
Fluent English and French
Previous experience in call centre environment is beneficial
Experience working in pressurized environment with tight deadlines
Strong Knowledge of Microsoft Office (mainly Excel, Word)
Strong communication skills (verbal & written)
Ability to work effectively / independently in a team environment
Honesty and Integrity
Ability to work under pressure
Results driven and solution oriented
Eager to learn and improve continuously
100% refund of public transport costs
Meal vouchers (8 EUR / day)
Group insurance package (hospitalisation / life & death)
Discounts on home, car and other insurance