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Spanish and French Helpline Officer

Job Description

Our client, a leading insurance provider with offices all over the world, is currently looking for:
 
Spanish and French speaking Helpline Officer
 
The Role of the Helpline Officer is to anticipate and meet the needs of our external clients worldwide, including Expatriates, Brokers and Medical Providers as well as to coordinate interdepartmental work, consistently delivering a high quality service.
 
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.
 
Key Responsibilities for a successful Spanish and French speaking Helpline Officer:
 
• 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 for successful Spanish and French speaking Helpline Officer:
 
•Experience in a customer focused role , in a 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 for Helpline Officer:
 
•Applicants must be flexible to work within our rotating shift patterns
•Fluency in English and French & Spanish 
 
 
Behavioural Competencies for Helpline Officer:
 
•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

Ref: 232452

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