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Customer Service Representative

2 months ago

Brighton, Brighton and Hove, United Kingdom AIG Full time
About the Role

We are seeking a highly skilled and compassionate Customer Service Advisor to join our Medical Assistance team at AIG Travel EMEA Limited. As a key member of our team, you will be responsible for providing exceptional customer service to our clients across the globe, ensuring their medical needs are met with empathy and professionalism.

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
  • Provide customer service support regarding policy cover, monitoring and reporting on patient status, and coordination of travel emergencies
  • Ensure all case handling is accurately documented in our system
  • Proactively handle escalated calls and ensure complaints are resolved
  • Work towards targets and key performance indicators (KPIs) to achieve business objectives
Requirements
  • Fluent in Italian and English
  • Excellent written and verbal communication skills with empathy, respect, and patience
  • Customer service experience
  • Ability to multi-task and prioritize 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
  • Competitive salary and bonus scheme plus 30% unsociable hours payment
  • 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
  • Comprehensive training and ongoing development