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
