Job Description

Working for a large, international Insurance Company that are looking to expand again!

Working in their Central Croydon hub, you will be responding to customer enquiries and issues in writing, utilising your written communication skill.

Providing telephone support and advice for e-commerce clients, utilising proven customer service skills

Hours

35 hours per week between the hours of 0800 to 18:00 Monday to Friday. These hours may be subject to change in line with business needs. You will be given due notice of any changes.

Call handling:

• Handle all calls within performance targets in a professional manner following agreed sales scripts and procedures
• Handle all external/internal enquiries and sales pro-actively, following agreed procedures
• Carry out medical screening as and when required
• Handle existing claims enquiries calls, communication claims outcomes where appropriate, referring to appropriate policy terms and conditions
• Handle customer escalations in a positive way and refer any unresolved quality issues to your line manager

Emails/Post

• Carry out all necessary enquiries and liaison to provide appropriate response
• Respond to customer emails/letters within agreed time-frames in a professional manner following agreed procedures
• Ensure that non-standard responses are checked by the Team Leader/Department Manager prior to being sent

Further to this you must be able to demonstrate evidence of experience in the following areas;

• Experience of working in a quality customer service environment
• PC and internet literate
• Excellent telephone manner
• Good typing skills
• Excellent literacy skills
• Excellent written and verbal communication skills

It would be advantageous if you had good worldwide geographical knowledge and experience of working in a travel claims environment, in addition to working to targets

It is important that you hold the following personal qualities:

Excellent communication skills and ability to empathise when required

Sound decision making ability encompassing diplomacy and patience when required

Mature and confident approach to work duties

High attention to detail and quality focus

Flexible and adaptable to changing situations

Team player

Ability to prioritise multiple tasks and work under strict guidelines

Self motivated and enthusiastic

Strong organisational and interpersonal skills