Come and work with us.
Do you want to work with a company that believes in building brighter futures?
Are you Catalan native or fluent with strong English communication skills?
Looking to make your career in a multicultural environment in the happy and historic city of Lisbon?
So we have the perfect opportunity for you
Our client is a global consulting leader helping clients around the world redefine the world of work, reshape retirement and investment outcomes, and unlock real health and well-being for their people.
As a customer service specialist in this project, your daily responsibilities will include:
1. Comply with the company's policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives.
2. Customer relationship management and digitized processing of customer contacts, focused on health insurance.
3. Answer inbound calls and written communication within guidelines/goals established by the client and contact center management
4. Be a first point of contact to handle and resolve cases from policyholders (under group and/or individual contracts) such as requests for information on contributions, reimbursements and calculations of complementary reimbursements to Social Security, upgrading and/or downgrading, affiliation or deletion of beneficiaries, rights and benefits
5. Complete daily tasks as allocated in an efficient and timely manner
6. Maintain accuracy and security of customer information on the database
7. Identify and escalate issues appropriately
8. Compose thoughtful and accurate messages or customize prepared responses to customer emails
9. Research information and solve problems using available resources
10. Monitor and control numerous concurrent tasks in tandem
11. Proactively and independently work to meet targets and goals
To succeed in the role, you will need to have:
12. Native or proficient level of Catalan (C2) (mandatory)
13. Previous experience in customer services and/or banking/insurance is an asset.
14. Computer literate
15. Pedagogy, active listening, personalized follow-up of insured files
16. Ability to read, understand and explain guarantees
17. Ability to calculate and/or explain reimbursement calculations
18. Customer-oriented, willingness to provide personalized care
19. Genuine, unfeigned empathy (human situations and tragic contexts to be taken into account)
20. Method, rigor, patience, organization, autonomy, involvement
21. Ability to keep calm and clear-headed in critical situations
22. Ability to demonstrate confidence when imparting information or dealing with troubled callers
23. People-oriented, value-added interpersonal skills
24. Strong analytical and empathic skills
25. Logic and mathematical calculations (arithmetic/percentage)
26. Experience with policy work, or help resource project management
27. Life experience to apply to managing situations
28. Early adopter of technology
29. Ability to put callers at ease
30. Makes the customers feel confident that their needs are being met
31. Dependable, reliable and able to perform duties with minimum supervision
32. Ability to interact positively with peers and supervisors
33. Must hold EU citizenship or valid work permit for Portugal
34. Be a local candidate or willing to relocate to Lisbon, Portugal (work on site - Sete Rios)
Benefits.
35. Relocation package
36. Competitive wages
37. Paid professional training
38. Employee discounts
39. Private healthcare & dental insurance (after six months of employment)
40. Growth opportunities through various development programs
41. Fun and engaging company-wide initiatives, including our EverBetter wellness program
42. Job stability
43. Life-long skills and experience
44. Excellent work culture
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.