Customer Services Reps
4 days ago
Responsible for handling inbound and outbound non-advisory sales and service related calls from/to customers in line with business and FSA expectations whilst delivering astonishing customer service.
**Accountabilities of the role**:
- Actively listen and retain information to support the customers enquiry
- Obtain and accurately input relevant customer information into databases, including screening of pre-existing medical conditions
- Deliver astonishing customer service while ensuring you adhere to FCA guidelines, business Treating Customer’s Fairly & conduct risk culture, Data Protection, Complaint and Departmental processes
- Achieve Departmental service level agreements, annual role objectives and KPI’s - achieving individual objectives relating to productivity, product knowledge and attendance
- Support in delivering initiatives across Sales and Service, Assistance and Claims Departments, work closely with our other departments to achieve the overall objective of improved customer service
- Demonstrate risk awareness, ownership and accountability by providing feedback to the Team Leader in an efficient manner
- Demonstrate flexibility to support business, peers and internal changes to meet requirements
- Undertake and pass all training provided, participate in self-development through coaching, mentoring, content specific training as well as self-feedback to Team Leaders on progress
- Undertake work of a related nature, or perform duties other than, or in addition to those outlined above upon request.
**Knowledge & Skills**:
- Experience of working in a customer service environment, call centre or office, and preferably within travel and/or insurance would be ideal, but more importantly are the skills and strengths to enable you to excel within our team.
- Ability to work in line with compliance rules and regulations and display core values and behaviours
- Effective communication skills with customers and colleagues alike
- A keen eye for detail and the ability to retain information
- Strong organisational skills and effective time management
- Efficiently able to navigate a number of computer programmes to multi-task and change direction/focus quickly
- Excellent problem solving skills and able to use initiative
- Energy and drive with a passion for delivering excellent customer service
- Ability to excel independently and/or as a team
- Ability to remain focused and keep up with fast paced environment
- Adaptability and handle changing environments with ease
- Able to self-reflect/analyse, actively seek feedback to identify strengths and personal development areas
- Languages beneficial
**Job Type**: Permanent
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