Job summary :

The Customer Service Agent is the main point of contact for clients through calls, emails or on-line chat, often in difficult circumstances, providing a professional and customer focused service ensuring assistance is provided where necessary.

Key Responsibilities

Duties to include but are not limited to:

• Acting as the first point of contact for customers who are abroad and require assistance.

• Registration and creation of new cases on the internal system (AMA)

• Informing the insured of the correct procedures in an empathetic and efficient manner

• Handling calls in a clear and concise manner, meeting Service Level Agreements

• Understanding policy terms and conditions of the different insurance contracts

• Verifying policies using database, when necessary

• Handling customer enquiries politely, meeting standards of customer service excellence specifically in the areas of travel and assistance

• Handling of expressions of dissatisfaction or complaints

• Completing administrative duties e.g. managing internal inboxes

• Capturing of all relevant case information

• To pull together the work necessary to allow more complex cases to be decided upon and actioned, after technical or specialist input, quickly and on the basis of the relevant facts.

• Liaison with various internal departments.

• To make a positive input to the team’s effectiveness, so that work systems and processes are altered and improved.

• To ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable

legislation.

• To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating

customers fairly).

• To be compliant with the Data Protection Act 1998.

• To support Managers to manage the key risks within your department.

• To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.

• To adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations.

• To undertake any other duty or responsibility that may reasonably be allocated by your

Manager/Company’s Senior Management Team.

Essential Skills :

• Have a flair for customer centricity

• Committed individuals who are results oriented

• Good planning and organisation skills in order to meet timescales.

• Ability to identify problem issues and determine the appropriate course of action/redirection

within department guidelines required to resolve issues.

• Structured people who enjoy helping people always offering excellent service

• Good computer literacy.

• Enjoying being part of a team and good team player

• Fluent in written and spoken English

• Fluent in written and spoken Italian

• Fluent in written and spoken Arabic

• Fluent in written and spoken French

Mapfre

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