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Customer Service Representative
3 months ago
Come and join AXA as a Customer Service Representative in our International Emergency Medical Assistance (IEMA) department for our Travel Insurance customers on an initial 6 month fixed term contract.
As a Customer Service Representative, you will assess the customers’ needs and coordinate with the medical team and other members of the operations team to create appropriate and efficient action plans which gives the customer the best possible outcome. In some cases, you will be responsible for arranging emergency evacuations and repatriations globally, dealing with all different types of scenarios and situations from distressed and grieving customers so we’re looking for people who can handle these situations sensitively and with a lot of empathy.
You will be working within a fast faced environment as part of a team therefore excellent timekeeping skills will be essential.
Start Date – Monday 15th July 2024
Salary - £21,870 + 10% Shift Allowance = £24,057
Shifts – Working on a 4 on 4 off basis, 11-hour shifts between the hours of 8am – 9pm. Monday – Sunday (Including Bank Holidays)
Training & Induction – We offer weeks fully comprehensive training for this role. It’s important that we give you all the material and knowledge needed to succeed in this role. No time off is allowed during this period.
What you’ll be doing
To provide medical assistance & advice to customers of AXA Assistance anywhere in the world. Following the correct process, decision making guidelines and coverage decision on medical assistance cases. Having the ability to decline cover as and when required to customers. Delivering excellent customer service to clients in need of emergency assistance. Being the professional and calm person the customer needs on the other end of the phone Explaining medical situations to staff, clients and customers empathetic while giving clear case management plans.Your Profile
Exceptional customer service skills, being able to deal with customers sensitivity and empathy who may be distressed is a must. Experience in the same or a similar position is advantageous. A high degree of drive and commitment is a must in this challenging role, together with a positive can-do attitude Excellent communication skills, both verbal and written. Willingness to take initiative and use judgement to solve problems and case work Excellent organisational and time management skills Flexibility due to shift patterns and business requirements The ability to get things done and deliver results to agreed customer standards Good understanding of insurance principles and policy interpretation is desirable. Additional language(s) - Desirable but not essential
About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
