Customer Service Representative
3 weeks ago
Job Summary
We are seeking a highly skilled and motivated Customer Service Representative to join our team at WNS Global Services. As a Customer Service Representative, you will be responsible for providing excellent 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
- 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
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
- The ability to utilise qualities such as empathy, tact and diplomacy when interacting with customers
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
About WNS Global Services
WNS Global Services is a leading business process management company that provides a wide range of services to clients across various industries. We are committed to delivering high-quality services to our clients and are seeking a highly skilled and motivated individual to join our team.
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