International Customer Service Adviser

2 months ago

Auckland City, New Zealand Healix Full time

We are looking for Assistance Coordinators to join our Auckland based team.

Reporting to the New Zealand Regional Manager - International Assistance, the Assistance Coordinator will be responsible for providing a proactive, professional and timely response to requests for travel, medical and security assistance by delivering cost effective and customer focused solutions.

If you have clear decision making, negotiation and collaboration skills, you may be the person we are looking for, so please read on
- Positive and can-do approach to all tasks.
- The ability to work calmly under pressure.
- The ability to build positive relationships with their team, managers, clients and peers.
- The ability to be responsive and empathetic to the needs of others.
- The ability to communicate professionally, employing excellent listening skills.
- The ability to build relationships with clients quickly over the telephone and respond respectfully and positively to the client’s needs.

Previous experience working in an Assistance Coordinator or similar role, other modern language skills, and knowledge and experience of working within the travel insurance arena are an advantage but not a requirement.

**About The Role**

In this role you will be:

- Creating case files capturing all relevant information accurately and provide a synopsis of each situation.
- Providing advice to customers and assist them through any required claiming process, and
- Confirming eligibility of each claimant and ensure all data is captured accurately.

You will be working as part of a team and will find that the work is rewarding and varied.

The role we are recruiting for is a full time role
- 40 hours per week / 80 hours per fortnight

In line with business requirements shifts of 10 hours are worked Monday to Sunday on a rostered basis between the hours of 08:00 to 22:00

**Required Criteria**
- Strong communication skills
- Good Geographical knowledge
- Team work

**Desired Criteria**
- Modern languages
- Experience in Travel and Medical Assistance
- Case Management experience

**Skills Needed**

**About The Company**

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

**Company Culture**

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges - and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

**Company Benefits**

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Emplo

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