Bilingual Customer Service

2 weeks ago

Halifax, Canada Allianz Global Assistance Canada Full time

_Version française ** The English version follows **_

**À notre sujet**:
Les gens sont au cœur de la marque Allianz. Chez Allianz, venir en aide aux gens est dans notre ADN. Nous croyons qu'il faut faire partie de la solution pour un avenir meilleur, et nous savons que nous avons un impact positif sur la vie des gens dans le monde entier. Si vous souhaitez faire partie de quelque chose de grand, alors joignez-vous à notre famille - nous voulons vous connaître

Les équipes de notre centre d'opérations sont le pouls de notre organisation. Nous sommes à la recherche de personnes axées sur le service à la clientèle pour pourvoir plusieurs postes bilingues au sein de notre service d'assistance en cas d'urgence. Les associés bilingues travailleront dans le confort de leur bureau à domicile et fourniront de l'information et de l'assistance-voyage d'urgence aux clients de nombreux programmes de grandes marques bien connues, en s'assurant que les clients dans le besoin reçoivent les meilleurs soins et la plus grande attention.

**Au sujet du poste**

Dans le cadre d'un fonctionnement 24 heures sur 24 et 7 jours sur 7, nos associés bilingues chargés de l'assistance en cas d'urgence, qui font preuve d'attention et de compassion, travaillent d'arrache-pied pour apporter un soutien essentiel à nos clients qui sont souvent confrontés à des urgences de voyage nécessitant une attention médicale immédiate. Leur principal objectif est de s'assurer que nos clients sont pris en charge, de leur fournir une assistance-voyage d'urgence et de veiller à ce qu'ils reçoivent les soins et l'attention appropriés en cours de route.

Horaires de travail : des quarts de travail de 8 heures, 5 jours par semaine. Les quarts comprennent : du lundi au dimanche, les jours fériés, les matins, les après-midi, les soirs et les nuits sur la base d'une rotation. Les horaires sont communiqués 6 semaines à l'avance.

**Salaire horaire : 22,04 $ de l'heure, plus une prime de quart bilingue de 1,50 $.**

**Vous avez de la facilité à accomplir les tâches suivantes**:

- Gérer des dossiers de cas médicaux et non médicaux pour aider les clients tout au long de leur urgence médicale ou répondre à d'autres besoins
- Fournir une assistance avant le voyage et répondre aux questions avant le voyage concernant les procédures d'urgence et les demandes de renseignements sur les polices
- Collaborer avec d'autres services pour vérifier les informations et obtenir l'approbation des services médicaux et des procédures invasives ou d'investigation
- Fournir des recommandations médicales aux clients en collaboration avec nos réseaux de fournisseurs afin de maximiser la maîtrise des coûts
- Passer des appels sortants pour organiser la facturation avec les établissements médicaux, afin d'assurer un processus de paiement fluide du début à la fin pour nos clients
- Répondre à des appels entrants concernant des dossiers en cours tout en veillant à ce que les notes de dossier soient à jour et qu'un plan d'action approprié ait été établi pour que le gestionnaire de cas puisse agir
- Interpréter les polices et expliquer la couverture et les limites des prestations afin de s'assurer que les clients sont pleinement informés et disposent de tous les renseignements dont ils ont besoin
- Guider les clients dans la navigation sur les sites Web pour le contenu et la soumission des réclamations en ligne
- Fournir une assistance pour les traductions en faisant appel à un interprète si nécessaire

**Vous avez les compétences suivantes**:

- Maîtrise du français et de l’anglais
- Minimum de 6 à 12 mois d'expérience dans une fonction liée au service à la clientèle
- Souci du détail et capacité à mener plusieurs tâches de front - vous pouvez jongler avec plusieurs priorités tout en saisissant les petits détails en cours de route
- Excellente communication orale et écrite
- Capacité à faire preuve d'initiative et d'un jugement indépendant pour résoudre les problèmes des clients - vous êtes capable de résoudre les problèmes et de réfléchir rapidement

**Ce que nous vous offrons**:

- Une rémunération complète compétitive, comprenant un régime d'assurance collective en vigueur dès votre premier jour d'emploi, la participation au régime de primes annuelles de l'entreprise, un régime de retraite assorti d'une cotisation de l'employeur, le remboursement des frais de scolarité, des congés payés généreux, et bien plus encore
- Un programme de recommandation qui vous récompense pour avoir recommandé vos amis et vos proches qualifiés
- Des réductions pour les employés auprès d'une grande variété de détaillants et de services
- L'opportunité d'évoluer au sein d'une grande organisation internationale

Chez Allianz, nous comprenons et apprécions la diversité de nos employés et nous sommes fiers d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Si vo

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