Inbound Customer Contact Agent

Alfred Recruitment LLP
Bristol, Avon
17 Jul 2017
15 Aug 2017
Contract Type
Full Time

Following expansion our client, a well known Global Insurance company, are currently recruiting for Inbound Customer Contact Agents

To be considered for these roles you will need to have excellent customer service experience ideally within a call centre or within an environment like retail or hospitality .

Purpose of the role:

To be 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.

  • Acting as the first point of contact for customers who are abroad and require assistance during their travel or relating to new or on-ongoing travel claim
  • Registration and creation of new cases on the internal system (AMA)
  • Proper application of the triage system
  • 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

Experience/Technical Knowledge:

  • Previous experience within Customer Service in a Call Centre environment
  • Previous Assistance, Claims experience, preferably for an Insurance Company, would be advantageous

Other significant Role Requirements:

  • Good numerical skills and computer literate.
  • Excellent written and verbal communication skills.
  • 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.
  • Ability to work as part of a team or on own initiative.
  • A good understanding of FCA regulations and TCF (treating customers fairly).

Scope of Role:

  • Working as part of the Customer Contact Team, you will be required to work 37.5 hours per week on a rotating shift pattern. Some flexibility may be required to meet future business needs.