Job Details

About the job Customer Service Representative-Remote

Your new role

Were looking for unique talent with fresh perspectives that can propel innovation. In this role you will provide administrative and customer service to our group insurance clients. Working within the Individual Customer Service Team, supporting our Individual Protection business line, the role is responsible for delivering an exception customer service and first point of contact for our customers and advisers. The role will include reinforcing the product features and creating an environment to maximize retention opportunities by understanding customer circumstances, discuss alternative solutions available so they retain their existing policies and more importantly the benefits provided.

Key Responsibilities

Telephony

• Deliver outstanding customer service at all times
• Direct interaction with clients/Agents through both inbound and outbound telephony, mail and email
• Inbound and outbound queries for both Customer Service and dedicated Agent support line and follow through with any subsequent actions
• Liaison with other internal departments on behalf of customers where appropriate
• Responsible for complying with caller Data Protection checks.
• Handle all initial claims requests with professionalism and empathy
• Outbound and inbound call handling from customers wishing to cancel their policies
• Use knowledge of the products to establish reasons for cancellation and offer alternative solutions
• Respond to customer objections and demonstrate excellent problem solving skills

Other

• Maintain an up-to-date level of project specific knowledge by being attentive to, and acting upon, information delivered in team meetings, training and other briefings.
• Proactively identify and recommend process improvements within the call centre.
  
• Help to maintain an enjoyable working environment by assisting colleagues and participating in the team at all levels.
• In addition to the duties and responsibilities listed, the jobholder is required to perform other duties as reasonably assigned by the supervisor/manager from time to time.

What you'll need to succeed

• You will need to have 1 experience in this industry and will need a completed high school diploma.
• You will also need to be proficient in MS office and have strong written and verbal communication skills.
• Experience in customer/client facing is needed for this role.
• Knowledge of group products, services and systems.
• Ability to apply analytical skills to the interaction of these products, services and systems.
• A team player, with ability to use initiative
• Ability to work within strict deadlines

What you'll get in return

In this contract role, you will become part of a world-class team that is filled with passion and innovation. At this Global Insurance Company, you will find purpose in your work by making an impact each and every day. You will also get the opportunity to learn the internal systems and gain insurance industry experience to allow you to further develop and grow your career. This is a great opportunity to get your foot in the door at a Global Insurance Company.