Travel Customer Service Specialist - Native French (Night shift)

Location CATALONIA, SPAIN
Experience level Experienced Hire
Job details sector Property & Casualty Insurance

Do you like helping people? Do you feel comfortable working as a customer service? Are you looking for a new challenge? We have a job opportunity for you!

AXA Partners is transforming around the world and we want you to be part of our trip.  Your functions will be to interact with our customers who need immediate assistance, providing ongoing support and making sure that each client is offered the best solution. We are looking for Travel Customer Service Specialist who are determined to grow and develop within a leading insurance organization in the world.

Join an exciting team that is committed to making customers' lives easier!

How will be your day by day with us?

Travel Customer Service Specialist interacts with clients who need assistance, providing ongoing support through value-added services.

The Travel Customer Service Specialist implements the necessary means for the service and coordinates the assistance operations, while offers the best solutions to our clients by mobilizing our networks and teams of experts.

The Travel Customer Service Specialist finds a focused solution on the client, with great digital orientation. The main tasks are:

· To know in detail the different type of policies of our clients and apply the corresponding conditions in each case
· Advice and orient customers towards an appropriate solution of their cases, offering a rapid and tailored customer care response to their problems, in line with the coverage guaranteed under the customers' policy
· Dealing with different customer types with confidence irrespective of their status, culture or behaviour
· Coordinate all necessary actions to resolve client's requests: handle international telephone calls and emails, register cases and document actions into our computer based system, organize appropriate action and ensure the closure of each file
· Encourage close working liaison between operations & internal teams by: Giving clear case management plans, explaining client's situations to staff, clients and customers as required.
· Advising on medical claims decisions when necessary
· Actively adding to safe, cost effective service delivery
· Encouraging excellent communications to all job interfaces
· Ensuring that all protocols for the delivery of world class customer service are kept current, compliant with regulation and that they are adhered to.

 

#LI-SP

 

 

-Ability to effectively communicate in French and Spanish is essential and a high level in English  is desirable

-The sensitivity and empathy to deal with customers who may be distressed by their medical problems and/or those of their relatives.

-Excellent customer service skills.

-Willingness to take initiative and use judgement to solve problems and case work

-Excellent organisational and time management skills

-Ability to demonstrate a highly professional work ethic in line with core AXA values and AXA Leadership Framework behaviours

-Flexibility

-The ability to get things done / deliver results to agreed customer standards

-Computer literate. (including using Word and Excel)

-Excellent keyboard/talking & typing skills

-Pressure absorption, at times you will be under a great deal of pressure through seasonal workloads. You will need to be able to deal with situations calmly and still focus on delivering great service.

-Team skills, you will need to work with several departments to ensure that you support the department in reaching its full potential, so it is essential that you are able to communicate efficiently with each department and demonstrate flexibility in this role.

 

Le Groupe AXA est un leader mondial de l’assurance et de la gestion d’actifs, avec 160 000 collaborateurs au service de 105 millions de clients dans 62 pays.
Nous protégeons et conseillons nos clients à chaque étape de leur vie, en proposant des produits et services qui répondent à leurs besoins dans les domaines de l'assurance, de la prévoyance, de l'épargne et de la gestion des actifs. 

Notre mission: Donner à chacun les moyens de vivre une vie meilleure. 

Nos valeurs: Customer first, Intégrité, Courage et One AXA

AXA Partners est une BU transversale d’AXA qui propose une large gamme de solutions en matière de services d’assistance, d’assurance voyage et de couverture de crédit.

Le rôle d’AXA Partners est aussi de mettre en œuvre des solutions innovantes issues de l’unité AXA Innovation.


Notre mission est d’aider nos entreprises clientes à enrichir l’expérience de leurs clients, avec plus de 9 000 collaborateurs à leur service partout et à tout moment.

En rejoignant AXA Partners, vous travaillerez dans une entreprise responsable qui offre une véritable culture d'expertise et de diversité. Notre objectif est d'accélérer le développement des compétences de nos collaborateurs, tout en proposant une rémunération attractive et compétitive ainsi que des opportunités d’évolution professionnelle. Au sein du Groupe AXA, nous œuvrons tous ensemble pour donner à chacun les moyens de vivre une vie meilleure et c’est une fierté extraordinaire.