Customer Service Representative

2 weeks 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, demonstrating a deep understanding of their needs and concerns.
  • Liaise with our in-house Medical team to coordinate medical assistance and emergency medical travel services for customers, ensuring seamless communication and timely resolution.
  • Offer customer service support regarding policy cover, monitoring and reporting on patient status, and coordinating travel emergencies, always prioritizing the customer's well-being.
  • Provide pre-travel advice, arrange medical appointments or hospitalization abroad, and coordinate air ambulances, showcasing your expertise and attention to detail.
  • Ensure all case handling is accurately documented in our system, maintaining the highest standards of record-keeping and data integrity.
  • Proactively handle escalated calls and ensure complaints are resolved, demonstrating your ability to think critically and resolve complex issues.
  • Work towards targets and key performance indicators (KPIs) to achieve business objectives, consistently delivering high-quality results and exceeding expectations.
What We Offer
  • Comprehensive training and ongoing development to enhance your skills and knowledge.
  • A competitive salary and bonus scheme, recognizing your hard work and dedication.
  • 25 days annual leave, plus bank holidays, allowing you to recharge and maintain a healthy work-life balance.
  • 2 paid volunteering days each year, enabling you to give back to your community and make a positive impact.
  • Optional private health insurance, including access to Bupa virtual GP service, ensuring your physical and mental well-being.
  • Life insurance and income protection, providing peace of mind and financial security for you and your loved ones.
  • An excellent non-contributory pension scheme, helping you plan for your future and secure your financial future.
  • Cycle to work scheme, promoting a healthy and sustainable lifestyle.
  • Employee discounts and cashback on thousands of retailers, enhancing your purchasing power and saving you money.
What We're Looking For
  • Previous experience within a Contact Centre environment and previous insurance experience, although full training is provided.
  • Resilience, drive, and self-motivation, with a willingness to learn and adapt to new challenges.
  • Excellent written and verbal communication skills, with empathy, respect, and patience.
  • Customer service experience, with a proven track record of delivering exceptional customer experiences.
  • Ability to multi-task and prioritize workload to meet targets and deadlines, consistently delivering high-quality results.
  • Basic computer skills, proficiency in Outlook, data entry, good numeracy, literacy, and attention to detail.
  • Ability to handle difficult conversations and solve problems, thinking critically and resolving complex issues.

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