Senior Customer Service Representative

International Health

Make a Difference to the International Student Experience

Are you an experienced customer service professional who thrives on solving complex issues, supporting others and delivering exceptional customer outcomes?

We are seeking a Senior Customer Service Representative to join our International Health team. In this highly visible role, you will provide expert support to members, education partners and internal stakeholders, while acting as a key escalation point and trusted subject matter expert within the team.

You'll play an important role in shaping positive customer experiences, driving service excellence and contributing to continuous improvement initiatives in a dynamic and evolving environment.

About the Role

As a Senior Customer Service Representative, you will manage complex customer and partner enquiries across multiple channels, including face-to-face, phone, email and virtual interactions. You will support team capability through coaching and knowledge sharing, while helping identify opportunities to improve processes, service delivery and customer outcomes.

Key Responsibilities

Customer Experience & Service Delivery

Deliver exceptional service to members across face-to-face, telephone, email and virtual channels.
Provide accurate advice on health insurance products, services and policy requirements.
Resolve complex enquiries and escalations with professionalism, empathy and efficiency.
Interpret policy documentation and apply solutions aligned to customer needs.
Identify opportunities to enhance customer experiences and streamline service delivery.
Support student engagement activities, including orientations, workshops, expos and welcome events.

Partner & Stakeholder Support

Build and maintain effective relationships with education providers and key partners.
Manage policy administration enquiries within agreed service standards.
Support the resolution of complex member and policy management cases.
Deliver timely and professional support to clients and their customers.

Operational Excellence & Continuous Improvement

Act as an escalation point for customer service team members.
Assist with complex billing, invoicing and policy-related enquiries.
Support complaints investigations and preparation of formal responses.
Contribute to business improvement initiatives, projects and service enhancements.
Utilise customer insights, service trends and operational data to support informed decision-making and improved outcomes.
Champion efficiencies through effective use of systems, tools and emerging technologies.

Coaching & Team Support

Support onboarding and training of new team members.
Provide ongoing coaching, guidance and knowledge sharing.
Assist with daily workforce planning and roster coordination.
Conduct service quality reviews and audits to identify development opportunities and maintain service standards.

Risk, Compliance & Quality

Maintain accurate and timely records across customer and operational systems.
Adhere to compliance, privacy and regulatory requirements.
Identify, manage and escalate risks when required.
Promote a culture of accountability, quality and customer advocacy.

About You

You are a customer-focused professional who enjoys solving problems, building relationships and helping others succeed. You bring a proactive mindset and are comfortable navigating complexity while maintaining high levels of accuracy and service quality.

To be successful, you will demonstrate:

Experience in customer service, policy administration or a related service environment.
Strong analytical and problem-solving skills, with the ability to manage complex enquiries and escalations.
Excellent written and verbal communication skills.
The ability to build rapport with diverse customer groups, including customers where English is a second language.
Strong stakeholder engagement and relationship management capabilities.
High attention to detail and commitment to quality.
The ability to prioritise effectively and perform in a fast-paced environment.
A continuous improvement mindset and willingness to adopt new technologies, digital tools and innovative ways of working.
Strong system literacy, including Microsoft Office and customer management platforms.

Why Join Us?

Be part of a collaborative, supportive and high-performing team.
Contribute to meaningful outcomes that support international students.
Develop your leadership, coaching and stakeholder management capabilities.
Play a role in shaping service innovation and continuous improvement.
Work in an environment that embraces digital transformation, customer insights and future-ready ways of working.

If you're passionate about delivering outstanding customer experiences and want to be part of a team focused on innovation, service excellence and continuous improvement, we'd love to hear from you.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.

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