AXA

Global insurer offering life, property, casualty

Chargé d’assistance

Customer SupportConfirmed live in the last 24 hours

Full-timeRabat, MoroccoNo salary listedIn-person

About the Job

Requirements

Ability to use the assistance division’s IT applications.
Knowledge of assistance products and coverage guarantees.
Knowledge of office software and telephony solutions.
Knowledge of assistance procedures.
Knowledge of customer relationship management techniques.
Ability to use location tools.
Ability to communicate orally and in writing in French.
Knowledge of French culture and geography.
Knowledge of English.

Responsibilities

Handle calls from clients in emergency situations.
Analyze assistance requests and verify client coverage.
Propose solutions suited to the client’s situation within contractual limits.
Organize and implement assistance services, including field interventions and reservations.
Supervise assistance operations through operational closure of the case.
Alert management about sensitive cases.
Make commercial offers during incoming calls by proposing complementary products and coverage suited to client needs, or directing clients to partner networks.
Analyze reimbursement requests and verify client coverage.
Check that services submitted for reimbursement comply with requirements.
Process payment of client invoices.

Desired Qualifications

Knowledge of mechanics is optional.
Tutor and coach colleagues.
Manage specific activities, including testing new processes and piloting operational excellence initiatives.
Participate in organizational or internal projects, including continuous improvement projects.
Occasionally participate in working groups addressing operational issues.

Finalité de la fonction:

Accompagner les clients en situation d’urgence en organisant l’ensemble des prestations d’assistance conformément aux règles
du métier et de la gestion de la relation client.

Activités Principales:

Gestion de la relation client :

Prise en charge les appels des clients en situation d’urgence
Analyse les demandes d’assistance et vérifie les garanties du client
Propose les solutions les plus adaptées à la situation du client dans les limites contractuelles
Organise et met en œuvre la prestation d’assistance (interventions sur le terrain, réservations…)
Supervise les opérations d’assistance jusqu’à la clôture opérationnelle du dossier
Alerte sa hiérarchie sur les dossiers délicats
Réalise des rebonds commerciaux sur appels entrants en proposant aux clients des produits et garanties complémentaires répondant à leurs besoins ou en orientant vers nos réseaux partenaires.

Règlement de factures d’assistance :

Analyse la demande de remboursement et vérifie les garanties du client
Contrôle la conformité des prestations à rembourser
Prend en charge le règlement des factures clients
LES ATTENDUS CEA EXPERIMENTE:
Capacité à faire du tutorat et du coaching
Capacité à gérer des activités spécifiques : test des nouveaux process ; pilote des initiatives de l’excellence opérationnelle
Participe à des chantiers organisationnels ou internes (projets d’amélioration continue)
Participe ponctuellement à des groupes de travail permettant de traiter des questions opérationnelles

Conditions d’accès:

Formation de référence :
Bac ou Bac+2/3

Compétences techniques/fonctionnelles:

Maitrise des applications informatiques du pôle assistance
Connaissance des produits et garanties d’assistance
Connaissance des solutions bureautiques et de téléphonie
Maîtrise des procédures d’assistance
Maîtrise des techniques de gestion de la relation client
Maitrise des outils de localisation
Connaissances en mécanique (optionnel)
Communication écrite et orale en français
Connaissance de la culture et de la géographie française
Connaissances en anglais

About the Company

AXA

Global insurer offering life, property, casualty

AXA is a global insurer and asset manager that provides life, health, and property and casualty insurance, as well as related financial services. Its products work by customers paying insurance premiums in exchange for coverage against risks; AXA pools risk across many policyholders, prices premiums based on risk, and pays claims when events occur, while also offering investment and retirement products through its asset management arm. The company has grown through large acquisitions, giving it a wide geographic footprint and a diverse mix of personal, commercial, and specialty insurance offerings. This scale and breadth set AXA apart from many competitors, alongside a long history of strategic mergers that expanded its reach to customers around the world. AXA’s goal is to be a leading global insurer and asset manager, delivering financial protection and long-term value to customers and stakeholders.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1816

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