Customer Service Representative
2 weeks ago
Job Title: Customer Service Advisor
Job Summary:
We are seeking a highly skilled and experienced Customer Service Advisor to join our team at WNS Global Services. As a Customer Service Advisor, you will be responsible for providing exceptional customer service to our clients, ensuring that all telephone calls are answered promptly and dealt with professionally.
Key Responsibilities:
* Answering the telephone and signing off calls in accordance with WNS' agreed procedures
* Recording all telephone calls on Proclaim or Client system, as appropriate
* Handling calls received at source wherever possible
* Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
* Ensuring all call backs promised are made within agreed timescales
* Maintaining post and diary on your Client portfolio within agreed Key Performance Indicators (KPIs)
* Making all liability enquiries necessary to allow you to negotiate settlement of Customer claims on the best possible terms
* Corresponding with all parties concerned by use of the telephone, letter and any other means appropriate
* Identification and resolution of potential fraud, repudiation and voidance
* Complaint handling within agreed company procedures
* Keeping the policyholder informed both verbally and in writing of the status of the claim
* Carrying out administration on files including general typing of emails and keeping a well organised and up to date portfolio of claims
* Collecting accurate information and documents to proceed with a claim
Requirements:
* GCSE English and Maths
* Previous experience of working within a call-centre environment, customer service and/or the field of insurance
* A positive and self-confident approach when dealing with customers, and where appropriate, representatives of the Company's clients
* The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers, with the recognition that customers may be distraught and concerned following an incident
Desirable:
* Commercial insurance experience
* The ability to recognise and deal with problematic claims and / or refer them to more senior members of staff for appropriate action
* A background in customer relations or experience of conflict resolution would be beneficial
Additional Information:
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