International Customer Service Representative -Language

Description
We are recruiting a new team of International Customer Service advisor, working in hybrid way splitting your time between the office and at home. We are looking for people who speak either French, Spanish, Portuguese, Italian, Greek, German, Mandarin or Cantonese. Working a shift pattern 24/7 which will involve a blend of day and night shift working including weekends, in order to offer our members 24-hour support. This is a Hybrid role so you will be splitting your time between working in our Tunbridge wells office and at home. The main role of International Customer Service Advisor is to be available to our global customers and providers and to provide accurate and efficient support and service throughout their medical claims journey. The journey starts with determining the eligibility of the claim, which sometimes requiring assistance from departments throughout the business and communicating back to the customer with first contact resolution in mind. In this rewarding, varied and fast paced Customer Service Advisor role you’ll be supporting our global customers throughout their medical claims journey. You’ll liaise with other departments in the business and gather information to assess whether a claim is eligible. No two phone calls are the same. Examples could include customers asking us about a claim or wanting to authorise their medical treatment. At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and our Tunbridge Wells office in a way that works best for them, their team and our customers.

What you’ll be doing:

• Ensure the delivery of excellent customer service by providing relevant and accurate information to every customer based on your professional expertise and training.
• Use your initiative as well as information resources available to provide the best outcome for the customer.
• Answer calls adhering to standard response times whilst ensuring accurate and timely completion of case notes, logs and diaries for each customer.
• Utilise strong attention to detail, remaining calm in the face of challenge to effectively help customers when they need us the most.

Working Hours & Shift Pattern:

We have a blended approach to working and we will discuss with you how you will split your time working from our modern Tunbridge Wells office, and working from home. You’ll be working a shift pattern 24/7 which will involve a blend of day and night shift working including weekends, in order to offer our members 24-hour support. At AXA Global Healthcare, we understand the importance of a work-life balance, so you’ll know your shift pattern well in advance. During your interview we will discuss the shift patterns in more detail with you.

Induction & Training:

Induction Date: Monday 16th May 2022

You’ll receive a comprehensive onsite 12 week induction & training programme from our specialist trainers to set you up for success in your new role, please note this will be onsite in our Tunbridge wells office, between 9am – 5pm. You’ll receive a comprehensive training programme covering medical terminology, how to use our bespoke computer systems and our policies. During this time, you’ll also take your first customer phone calls, with full support of our expert training team.

At AXA Global Healthcare we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality. We thrive on helping you become the best version on yourself. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. Our success is based on the talent, courage and resilience of our people. That’s why we are open, supportive, challenging and empowering. We will encourage you to learn and grow your career in the direction that’s right for you.

Qualifications

• As the customer is at the heart of everything we do, we’re looking for positive individuals who are highly customer-oriented, previous customer service experience would be advantageous, but is not essential.
• Highly customer focused, organised with strong attention to detail.
• You’ll be an excellent communicator, with the ability to demonstrate empathy.
• Confident in making decisions and a positive approach to everything you do.
• Ability to use own initiative and take ownership to resolve complex member queries.
• Resilience and ability to work under pressure and meet deadlines.
• Ability to navigate complex, multiple IT applications at one time.

What we offer

One of the best things about joining AXA Global Healthcare is our rewards package, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary of £19,922 plus 20% shift allowance uplift after training taking you up to £23,906 salary is reviewed every 6 months and increased where objectives are met.
• £1,250 per annum additional language allowance.
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Holiday starting from 23 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
• AXA employee discounts
• Gym benefits

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds. As a financial services company, all successful candidates will be subject to preemployment checks, so we can ensure regulatory compliance.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you require an alternative method of applying or would like to discuss this role further, please send an email to [email protected].

About AXA
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

At AXA Global Healthcare we share a common purpose; to act for human progress by protecting what matters. We rely on people, just like you, to make this a reality. We thrive on helping you become the best version on yourself. Throughout your career with us, we’ll provide you with all the support and training necessary to enhance your professional development. Our success is based on the talent, courage and resilience of our people. That’s why we are open, supportive, challenging and empowering. We will encourage you to learn and grow your career in the direction that’s right for you.