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Aftersales Customer Services Representative
2 months ago
{"h2": "Job Title: Aftersales Customer Services Executive", "p": "We are seeking a highly skilled and motivated Aftersales Customer Services Executive to join our team at Vetsure Pet Insurance. As a key member of our customer service team, you will be responsible for delivering exceptional customer service and support to our clients and veterinary partners.", "h3": "Key Responsibilities:", "ul": [{"li": "Handling inbound sales and customer service calls to provide timely and effective solutions to customer queries and concerns."}, {"li": "Setting up new policies and updating existing customer records to ensure accurate and up-to-date information."}, {"li": "Increasing consumer awareness and completing any necessary administrative tasks to support the growth and development of our business."}, {"li": "Outbound calls to convert warm leads to live policies and drive sales growth."}, {"li": "Completing the administration of Pet Health Plans (PHP) and ensuring that all postal customer communication is sent within set timeframes and is accurate."}, {"li": "First-line complaints handling in line with our company's complaints procedure to resolve customer issues efficiently and effectively."}, {"li": "Maintaining and building relationships with veterinary practices and staff to drive leads and reinforce our partnership."}, {"li": "Assisting veterinary groups with day-to-day issues and providing support as needed."}, {"li": "Adhering to regulatory responsibilities regarding FCA and TCF principles and guidelines, as well as GDPR regulations."}, {"li": "Staying up-to-date with industry regulations and company procedures to ensure compliance and best practice."}, {"li": "Identifying and mitigating potential risks within the business that may affect your immediate area of responsibility."}], "h3": "Key Skills and Qualifications:", "ul": [{"li": "Excellent verbal, listening, and written communication skills to deliver a high level of service and results."}, {"li": "Ability to achieve sales targets and key performance indicators (KPIs) in response to warm leads received."}, {"li": "Assisting the Customer Service and Claims Team with follow-up calls relating to payments and chasing for missing information for claims."}, {"li": "Assisting with the administration of any PHP migrations, including communication and data control."}, {"li": "Effectively explaining all aspects of a policy to customers in a concise and clear manner."}, {"li": "Call handling skills to consistently exceed customer expectations and deliver a high level of service."}, {"li": "General office administrative duties, such as scanning and shredding paperwork when required."}, {"li": "Responding to and answering customer and practice queries connected to claims."}, {"li": "Providing first-class customer service when dealing with all requests, challenges, and account maintenance."}, {"li": "Supporting the Claims Team in responding to general claims queries."}, {"li": "Using and navigating computer systems and databases proficiently to ensure accurate data entry and updates."}, {"li": "Planning, organisational, and analytical skills to deliver a high level of service and results."}, {"li": "Very keen attention to detail to ensure accuracy and quality in all aspects of the role."}, {"li": "Ability to demonstrate excellent verbal, listening, and written communication skills to deliver a high level of service."}, {"li": "Methodical approach to tasks and a desire to always deliver to a high standard."}, {"li": "Good time management skills to prioritise tasks and meet deadlines."}, {"li": "Ability to demonstrate flexibility to potentially evolve with the role as the company continues to grow."}, {"li": "'Can do' approach to getting tasks completed and delivering results."}, {"li": "Strong interpersonal skills to build relationships with customers and veterinary partners."}, {"li": "Understanding of FCA and TCF regulations to ensure compliance and best practice."}, {"li": "Self-motivated and able to work independently and as part of a team to deliver a high level of service and results."}, {"li": "Good communication skills in a variety of media, including email, written, and verbally."}, {"li": "Solid understanding of computer software packages, including MS Excel, Word, and PowerPoint."}], "h3": "Experience and Qualifications:", "p": "Previous contact centre experience in sales or customer service, preferably in insurance and/or the pet industry."}
