Customer Service Representative
3 weeks ago
Role Overview
AIG Travel is seeking a skilled Customer Service Representative to join our Medical Assistance team. As a key member of our team, you will provide exceptional customer service to our clients, ensuring their needs are met and exceeded.
Key Responsibilities
- Provide practical help and advice to customers who may be distressed or vulnerable
- Liaise with our in-house Medical team to coordinate medical assistance and emergency medical travel services
- Monitor and report on patient status, and coordinate travel emergencies
- Provide pre-travel advice, arrange medical appointments or hospitalisation abroad, and coordinate air ambulances
- Ensure accurate documentation of case handling in our system
- Proactively handle escalated calls and resolve complaints
- Work towards targets and key performance indicators to achieve business objectives
Requirements
- Previous experience in a Contact Centre environment and insurance experience would be beneficial
- Resilience, drive, and self-motivation with a willingness to learn
- Excellent written and verbal communication skills with empathy, respect, and patience
- Customer service experience
- Ability to multi-task and prioritise workload to meet targets and deadlines
- Basic computer skills, proficiency in Outlook, data entry, good numeracy, literacy, and attention to detail
- Ability to handle difficult conversations and solve problems
What We Offer
- Comprehensive training and ongoing development
- Competitive salary and bonus scheme
- 25 days annual leave, plus bank holidays
- 2 paid volunteering days each year
- Optional private health insurance, including access to Bupa virtual GP service
- Life insurance and income protection
- Excellent non-contributory pension scheme
- Cycle to work scheme
- Employee discounts and cashback on thousands of retailers
Why Work with Us
AIG is a global leader in commercial and personal insurance solutions. We are committed to creating a culture of belonging, where everyone feels valued and respected. Our Total Rewards Program offers a comprehensive benefits package that extends beyond time spent at work, focusing on your health, wellbeing, and financial security.
Join Our Team
AIG provides equal opportunity to all qualified individuals, regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability, or any other legally protected categories.
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