Customer Service Representative
4 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 individuals who require medical assistance while traveling.
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
- Previous experience within a Contact Centre environment and previous insurance experience would be beneficial
- Fluent in Italian and English
- 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
- 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
About AIG
AIG is a global leader in commercial and personal insurance solutions. We are committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions, and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities, and Employee Resource Groups (ERGs).
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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